Customer churn or the rate of attrition describes the rate at which current customers stop doing business with an organization. There are also two types of customer churn broken up into active and passive churn. Active churn is an intentional cancelation of service because it is not wanted or needed. Passive churn is also a cancelation of services, but it is not intentional, rather because of another issue such as a missed payment. Ideally, a business would want to have a churn rate of zero, however, the average differs between industries. Make sure to check out the infographic below for information about passive churn and how to prevent it.
Infographic created by Fiserv, an enterprise ecommerce company