How to reduce customer churn and remain profitable in 2025

Getting better at retaining existing customers can help your enterprise stay afloat in challenging economic times.

Is keeping the customer satisfied an urgent imperative for your business this year? 

If it's not, it should be, given the prevailing mood of under-pressure Australians who continue to contend with a tough set of economic conditions.

Consumer stress is on the rise again, with many folk wary about what the upcoming year has in store for them on the financial front, according to the NAB Consumer Sentiment Survey Q4 2024. 

Uncertainty around the upcoming federal election and concern about the strength of the jobs market is contributing to the angst, as is significant cost-of-living stress.

'Many consumers are fatigued but continue to manage higher prices via cutbacks, drawing down savings, mindful spending and researching before buying', the Survey report notes.

Spending less on non-discretionary goods and services is the order of the day for those feeling the squeeze. Eating out in restaurants, micro-treats, entertainment, car journeys, holiday plans, food delivery services and charitable giving are all on the chopping block in hard-up households.

And on the increase? Shopping around, seeking out deals and switching to less expensive products to save money.

Trying harder to arrest the churn

Against this backdrop, local businesses will likely find themselves having to work harder than ever to capture and retain the custom of consumers for whom 'show me the money!' is now the mantra. 

Smart players will be those that take a data driven approach to the issue; using churn analysis tools to explore customers' behaviour patterns and identify common reasons for their departure. There will almost certainly be several of the latter, which is why it can be helpful to segment customers based on behaviour, demographics and usage.

Armed with these insights, businesses will have the option to implement AI-powered predictive analytics technology that enables them to identify at-risk customers before, not after, they become churn statistics. Proactively engaging with them to remind them of the value they're receiving can slow or stop their collective exodus, as can offering incentives for them to stick around.

More attractive pricing can be one of those incentives. Historically, many businesses fell into the discounting trap; acting on the misapprehension that lower prices would keep customers loyal. Newsflash: they don't. Value for money pricing does though, which is why it can pay to overhaul your pricing model, with the introduction of flexible pricing plans, discounts for long-term commitments and tiered options that meet differing customer needs.

Poor customer service is another big turn-off, particularly for customers who are already in shopping-around mode. Seamless support and personalised transactions can significantly reduce churn – cost effectively too, if AI-powered automated tools are used to deliver them.

Optimising the billing experience 

Finally, making sure customers are billed accurately and on time is vital. There's a growing body of research to suggest consumers and commercial customers alike have shrinking tolerance for vendors that charge them incorrectly – and it can be game over if it happens repeatedly.

That's why it pays to invest in market leading revenue management technology that 
offers quote-to-cash support for whatever pricing model your enterprise chooses to pursue and enables you to send detailed, accurate accounts out to customers on time, every time. 

Ideally, the platform you choose will integrate seamlessly with the ERP system that powers your business, as well as your CRM and other core solutions in your tech stack.

Select one that can generate reports providing visibility into every aspect of the purchasing journey and you'll have instant access to insights which can be used to enhance your pricing strategy and improve your customer service and experience.

Setting your business up for a stronger tomorrow

In tough times, customer loyalty can't be taken for granted. The upcoming 12 months may be tricky ones for local businesses that aren't laser focused on delivering a value for money offering, paired with a customer experience that's second to none.

Putting the right foundation technology in place makes that an easier proposition. A robust, scalable revenue management platform is an anti-churn powerhouse that can help you optimise your offering, operations and interactions with customers. 

Add one to your tech stack and you'll give your enterprise a stronger chance of capturing and retaining the business it needs to survive and thrive, today and tomorrow.