Introduction
Some churn is inevitable. Poor-fit customers, budget cuts, and business closures happen. But preventable churn customers leaving because of poor experience, unmet expectations, or better alternatives can be stopped. Churn prevention starts with pattern analysis: which customer segments churn most? At what point in the lifecycle? For what reasons? Early warning systems flag at-risk accounts. Win-back campaigns offer solutions before they cancel. Exit interviews reveal what you could have done differently. This chapter shows you how to analyse churn patterns, build prevention systems, and win back customers before they're gone.
