What To Expect From Lapsed & Churned Customer Research
Root Cause Analysis
It’s not enough to know that customers have lapsed or churned. You need to understand why. Our research digs deep to reveal the core reasons behind disengagement, providing you with the insights necessary to address pain points and prevent future churn.
Customer Segment Needs
Not all churned customers are the same. By segmenting lapsed, churned, and retained customers based on behaviors, motivations, and demographics, our research helps you tailor your retention and win-back strategies to the unique needs of each group.
Competitive Insights
Knowing why customers leave often means understanding where they go next. Our lapsed and churned customer research reveals if and why customers are switching to competitors, helping you identify key differentiators and opportunities to reclaim lost business.
When Is It Time For Lapsed & Churned Customer Research
Rising Customer Churn
If you’re seeing more customers leave but don’t know why, it’s time to dig deeper.
Understanding the root causes of churn helps you take targeted action before losses grow.
Losing To Competitors
If competitors are winning customers you once had, it’s time to understand why. This research uncovers what draws your customers away and how you can reclaim your market position.
Lapsed Customer Reactivation
When you want to bring back customers who have drifted away, it’s time to understand what will motivate their return.
Targeted research reveals the most effective ways to re-engage and win back lapsed customers.
Retention Strategy Gaps
Are your go-to retention tactics not delivering results? It’s time to find out why.
Our research uncovers the barriers preventing success and guides you to more effective approaches.
What Customers Say About Our Market Research Firm
PlanBeyond’s research enabled satisfaction benchmarking and gave our team actionable recommendations we applied to increase customer engagement and loyalty.
Kevin Nakao
Vice President Marketing, Remitly
PlanBeyond led a collaborative process, working as a team player in a project of utmost importance for our end client. Their high-quality and efficient work delivered a successful partnership.
Britt Stromberg
VP of Global Marketing, Sid Lee
Thanks to the broad range of market research work PlanBeyond executed, from customer segmentation to focus groups, we had data to build effective marketing campaigns and go-to-market plans.
Meghan Weinman
Product Manager, Puget Sound Energy
After securing a round of funding to jump start lead gen, we needed a roadmap to get the ball rolling. PlanBeyond developed and launched an action plan that was effective, measurable, and scalable.
John Lusk
VP & General Manager, Spire Global
Through hyper-detailed competitive landscape research, PlanBeyond helped us understand not just who our competition was but also how we could improve marketing elements to really stand out.
Chris Hammer
Principal, Scenic
Thanks to the work that we did with PlanBeyond, we were able to get substantial insights that we wouldn’t have been able to get without their support. They acted like our success was their success.
Elinor Chang
Chief of Staff, UXReactor
About Our Lapsed & Churned Testing Approaches
Stay Ahead Of Customer Churn
Churn is a natural part of business. High churn shouldn't be. But here’s the challenge: churn drivers are often invisible. Customers aren’t always vocal about their frustrations—they just quietly leave. Underlying issues with onboarding, unmet expectations, or other critical elements go unheard until you're losing more customers than you can afford. Thankfully, proactive strategies keep [...]
Performing Customer Churn Research
It's hard to make people aware of your product or service. Getting them to actually buy may be even harder. That's why it's so difficult when they decide not to re-purchase. You spent ample time and resources acquiring them, and now you may not recoup your expenses. If you're starting to see more and more [...]
How To Learn From Customer Churn
How much effort does it take to get someone to check out your product? Not to mention trial it and buy it. There's a lot of time, energy, and cost associated with building awareness and acquisition, especially if you're engaging in any kind of paid marketing activities. If you lose that person and never get [...]
