Brooks Bell Interactive

The answer is “churn,” also known as your cancellation rate. An increased churn rate indicates that you’ve lost a customer, potentially for good. This is never good for an organization. In fact, the ideal outcome for a company is to maintain their customer in a blissful state of ongoing satisfaction. This results in a series of good outcomes: more trust, fewer customer service calls, more interest in extending or expanding the relationship and the potential of brand promotion and referrals. Happy customers will spend more money with you, period.

Gaining a finer control of your churn rate, and by extension, your lifetime value, is by no means a simple task. It  hinges on flawless performance across several internal organizations. And the most direct impact is made by retention and CRM marketing.

Brooks Bell Interactive supports retention and CRM primarily through e-mail campaigns such as:

-    Welcome and Onboarding
-    Newsletter Programs
-    Transactional and Triggered E-mail
-    Renewal
-    Win-back