Customer Churn and Conversions

Customer Movements happen in the real world in form of

  • Customer Churn - tells you how good you are at retaining customers. Customers do not renew their contracts and leave
  • Upgrades & Downgrades -  Customers can move between plans upgrading or downgrading, e.g. they convert from lead to free trial, move from a free trial to a paid plan, or by downgrading, e.g. they upgrade from a a paid plan to less expensive or free plan. 

Besides keeping churn low, it is Upselling which matters. If you're able to move your customers through your pipeline and upsell your customers onto higher-value packages, and sell additional recurring seats/users/storage, you can combat the effects of customer churn.

Learn how to

  • Add Customer Churn 
  • Add Upselling Conversion Rules   

Add Customer Churn upon Contract Renewal

Customer Churn (also known as "Logo Churn") measures the rate at which your existing customers do not renew their contracts/subscription to your service. 

As customers can only churn after a contract expires and you can set different contract duration for your revenue streams, Lean-Case captures the Customer Churn upon Contract Renewal. Contract Renewal is based on the Contract Duration and is handled dependent on the revenue type of the revenue stream

  • for Subscription Revenue Streams, the Contract Duration is dependent on the Billing Period
  • for all other Revenue Streams, the Contract Duration can be entered
Add Customer Churn and Movements

The table below describes in detail how revenue streams handle Contract Duration: