Want To Retain More Customers? Make This Marketing Shift.

"Insufficient documentation, limited feature visibility and poor support can all contribute to churn by making it harder for customers to discover what a product can do and get value from it."

"Findings from Churnkey's 2025 State of Retention report, which analyzed over a thousand companies, point to the same issue. Alongside budget limitations and infrequent usage, unmet expectations also drive cancellations."

"Fixing these issues isn't a job for product, engineering and customer success alone. These teams can fix bugs, answer tickets and reduce the gap between what a product can do and what customers know how to do with it."

Insufficient documentation, weak onboarding, and limited feature visibility hinder customers from realizing product value, leading to churn. Findings from Churnkey's 2025 State of Retention report confirm that unmet expectations, budget limitations, and infrequent usage drive cancellations. Users often underutilize features due to weak onboarding or difficulty in discovering them. Addressing these issues requires collaboration between marketing, product, engineering, and customer success teams to create content that helps users understand and utilize the product effectively, ultimately reducing churn.

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