Just found out 85% of our clients churn in the first 90 days if onboarding is sloppy

I was going through our analytics last night and stumbled on this stat from a HubSpot study we never looked at closely. Turns out the first 3 months are make or break for client retention. We had 3 clients drop us this quarter and all of them barely got past week 6. Makes me wonder if our welcome process needs a total redo. Anyone else track onboarding vs churn rates like this?

2 comments

2 Comments

josephb357d ago

Sloppy onboarding" sounds like a polite way to say "we forgot to call them back.

gavinwood7d ago

Man that's basically what it is 90% of the time lol. Companies love to dress it up all professional but really someone just dropped the ball and nobody wants to admit it. I've been on both sides of that where you're waiting for a callback for weeks and it turns out they just lost your info. Drives me crazy how often it happens too, like just be honest and say you messed up instead of blaming the process.