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Customer Churn Analysis

Accelerate business growth by getting to the root of why customers defect.

Stop Trying to Outpace Turnover.

Most B2B tech and SaaS organizations know all too well the pain of customer churn. Unfortunately, gathering honest feedback and analyzing trends can be difficult once customers are already out the door.

And trying to outpace turnover with new customer acquisitions is like being stuck on a perpetual hamster wheel. That’s where DoubleCheck comes in. 

With our team of veteran industry analysts—backed by a proven methodology and cloud-based research platform—you can get the data-driven insights and strategic recommendations you need to keep churn from eating away at your revenue.

  • Why am I losing renewals?

  • Where in the customer journey are customers dissatisfied?

  • Are customers switching to a competitor or alternative solution?

  • What can I do to improve retention?

Increase renewals.

Proactively reduce churn and improve retention to drive sustainable growth, lower customer acquisition costs, and increase profitability.

Increase wallet share.

Retain and expand within existing customers to maximize your share of the customer’s wallet and increase customer lifetime value.

Improve customer referenceability.

Optimize the customer journey to create a community of loyal customers who will share their positive experiences and become brand advocates.

Uncover hidden problems.

Quickly identify and act on customer experience (CX) issues across all touchpoints that are negatively impacting customer satisfaction and retention.



By the Numbers

25%

25% increase win rates against top 3 competitors achieved by a B2B software company using DoubleCheck.

Source: G2

30%

30% growth in revenue can be realized by implementing a comprehensive win-loss analysis program.

Source: Gartner

15%

15% higher profitability is seen in companies where sales and marketing teams are tightly aligned. 

Source: Forrester

Are You Feeling the Churn?

Let’s face it, churn hurts. It slows down growth, hurts company valuation, and straight up doesn’t feel good. But understanding and addressing churn is the single most important thing your business can do to ensure long-term success. Even a small 1-2% increase in churn can significantly increase revenue and your ability to scale.

With DoubleCheck’s comprehensive churn analysis program—great as a standalone or as a complement to our win-loss program—you can finally get to the root of why customers are leaving. (And often, the reasons aren’t what you expect!) Drive business value and prove you’re a strategic partner with customer journey insights that can inform not only customer success, but also sales, competitive intelligence, product marketing, and product development.

customerchurn

Intuitive Deliverables Enable
Cross-Functional Sharing

Competitive intelligence has the power to elevate every area of your business—if it is shared effectively. With deliverables including deep-dive win-loss reports, focused research alerts, and comprehensive executive summaries, you can easily share our research findings in clear, compelling ways across the entire organization.   

Churn Reports

Pinpoint where in the customer journey the customer experience broke down—and why.

Identify opportunities to prevent churn in the future.

Use for account reviews, leadership updates, and sales and customer success coaching.

Research Alerts

Surface CX issues that need cross-functional involvement.

Report on specific trends and opportunities requiring immediate attention.

Use to provide trend data to key internal stakeholders and support retention initiatives. 

Executive Summaries

Serve up insights based on the analysis of individual research cohorts. 

Get findings presented by your dedicated analyst onsite or virtually.

Use in leadership and board meetings, investor decks, sales enablement, and strategic planning sessions.

Since we started this work with DoubleCheck, we’ve actually been able to drive strong alignment between what our customers are saying, and what we’ve committed to as corporate initiatives and executive priorities

Headshot_BlueCircle_David_Geary
David Geary

Senior Manager, Voice of the Customer, Athenahealth

Working with DoubleCheck has enabled us to identify where customers perceive challenges and opportunities in our products/solutions/offerings.

Headshot_BlueCircle_Shawn_Brennan
Shawn B

Product Marketing Manager, Entrust Corporation

DoubleCheck has provided us with actionable customer feedback allowing us to adjust our sales process, as well as validation of customer feedback during M&A Dillgence.

Headshot_BlueCircle_Kathleen_Ayers-1
Kathleen Ayers

VP, Strategic Initiatives, Benefitfocus

Frequently Asked
Questions

  • Companies leveraging a third party for win-loss research find that those third parties are far better at cultivating an open dialogue and capturing honest feedback. Using independent, impartial, and highly trained interviewers means buyers are less likely to hold back, which translates into a more accurate representation of their evaluation experience.

  • DoubleCheck is an established leader in win-loss and churn research and analysis. We conduct thousands of interviews annually for B2B technology, manufacturing, and service organizations.

    What sets DoubleCheck apart is our depth of experience. All of our research directors are tech veterans and prior industry analysts that come from leading firms like Gartner, Forrester, and IDC. This means we know how to ask the right questions, dig deeper, and uncover hidden insights other win-loss analysts might miss. 

    We align well with organizations who consider win-loss a strategic imperative and are looking for a partner who goes beyond just conducting interviews on their behalf. After all, effective win-loss programs require much more skill than simply collecting data.

  • Using a structured, scalable process, we enable our clients to improve their win rates by making more informed and impactful business decisions.

    We start with an introductory call to discuss your program goals, review planning best practices, and determine if our program fits your needs. From there, you can select a pre-built research program, or customize a program to suit your needs. If you’re new to win-loss, you can also consider a focused pilot to begin with before rolling out the program.

    Next, the new client onboarding—approximately two weeks in duration—includes a knowledge transfer and stakeholder workshop, creation of your customized survey and interview guide, and the development of an internal and external communication plan.

    With planning completed and your program framework in place, DoubleCheck will then work with your team to connect to the right buyers, begin the data collection process, and send along completed reports!

  • We focus on what we do best: delivering B2B technology organizations the competitive intelligence and buyer insights they need to shape their marketing, sales, and product development efforts. 

    As a team of tech analysts, we know that sometimes it’s best to build your own technology product—and sometimes it makes more sense to partner.  In the case of win-loss research, we firmly believe it makes more sense to partner.

    We work with the best customer research technology providers out there, such as Dovetail and Qualtrics, to give you deeper analytical insights than other firms. This ensures you get the best of both worlds: The most experienced and respected industry analysts, supported by the best tools and technology on the market. 

  • Yes—and this is where our experience really pays off. Our analysts carefully compile your results to deliver insights while developing concrete recommendations tailored for your business.

    Following each interview, DoubleCheck creates a deal report that is informative, well organized, and filled with actionable insights. Each report includes a full summary of key findings, rich competitive intel, compelling quotes, full interview transcript, online survey responses, company and buyer background, and a section devoted to the salesperson’s perspective.

Companies leveraging a third party for win-loss research find that those third parties are far better at cultivating an open dialogue and capturing honest feedback. Using independent, impartial, and highly trained interviewers means buyers are less likely to hold back, which translates into a more accurate representation of their evaluation experience.

DoubleCheck is an established leader in win-loss and churn research and analysis. We conduct thousands of interviews annually for B2B technology, manufacturing, and service organizations.

What sets DoubleCheck apart is our depth of experience. All of our research directors are tech veterans and prior industry analysts that come from leading firms like Gartner, Forrester, and IDC. This means we know how to ask the right questions, dig deeper, and uncover hidden insights other win-loss analysts might miss. 

We align well with organizations who consider win-loss a strategic imperative and are looking for a partner who goes beyond just conducting interviews on their behalf. After all, effective win-loss programs require much more skill than simply collecting data.

Using a structured, scalable process, we enable our clients to improve their win rates by making more informed and impactful business decisions.

We start with an introductory call to discuss your program goals, review planning best practices, and determine if our program fits your needs. From there, you can select a pre-built research program, or customize a program to suit your needs. If you’re new to win-loss, you can also consider a focused pilot to begin with before rolling out the program.

Next, the new client onboarding—approximately two weeks in duration—includes a knowledge transfer and stakeholder workshop, creation of your customized survey and interview guide, and the development of an internal and external communication plan.

With planning completed and your program framework in place, DoubleCheck will then work with your team to connect to the right buyers, begin the data collection process, and send along completed reports!

We focus on what we do best: delivering B2B technology organizations the competitive intelligence and buyer insights they need to shape their marketing, sales, and product development efforts. 

As a team of tech analysts, we know that sometimes it’s best to build your own technology product—and sometimes it makes more sense to partner.  In the case of win-loss research, we firmly believe it makes more sense to partner.

We work with the best customer research technology providers out there, such as Dovetail and Qualtrics, to give you deeper analytical insights than other firms. This ensures you get the best of both worlds: The most experienced and respected industry analysts, supported by the best tools and technology on the market. 

Yes—and this is where our experience really pays off. Our analysts carefully compile your results to deliver insights while developing concrete recommendations tailored for your business.

Following each interview, DoubleCheck creates a deal report that is informative, well organized, and filled with actionable insights. Each report includes a full summary of key findings, rich competitive intel, compelling quotes, full interview transcript, online survey responses, company and buyer background, and a section devoted to the salesperson’s perspective.

Ready to uncover the insights you’ve been missing?