Fibrus
Keep customers by making the product easier to stay with
Retention strategy works out why customers stay, grow, use less or leave, then improves the product and the experience after the sale around those reasons. That means onboarding, self-service, loyalty, renewals and upgrades.
When to call us
When customers don't stick
If customers buy but don't see the value, or leave for reasons nobody tracks, retention is where the revenue is.
Customers buy, but too few get far enough to see the value.
Customers phone or email to do things the portal should let them do.
Renewal forecasts are based on gut feel, not what customers actually do.
Onboarding, product messages and account management feel like three separate companies.
Customers leave for different reasons, and they all get the same save offer.
Why it matters
Small frustrations cost customers
How easy you are to deal with decides whether customers stay.
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65.8%
of UK customers who rate service 8 out of 10 are likely to stay, against 97.0% of those who rate it 9 or 10.
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74%
of consumers surveyed in 22 countries get frustrated when they have to repeat information to customer service.
Source: Zendesk, CX Trends 2026, November 2025, vendor research, opens external site
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52%
of US consumers surveyed have stopped buying from a brand after a bad experience with its products or services.
Source: PwC, Customer Experience Survey, September 2025, opens external site
What we do
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Find out why customers leave
Churn and downgrades split by customer type, age, usage and stated reason, plus interviews with customers who stayed and some who didn't.
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Fix the first weeks
Onboarding that gets new customers to the point where the product is useful, sooner.
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Build self-service people use
Portals and account journeys where customers can renew, upgrade and change things without calling you.
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Connect the messages
Email and in-product prompts that match what customers are doing, not a fixed schedule.
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Measure what's kept
Retention, renewals and upgrades by group of customers, so you can see what's working.
Worth knowing
What retention isn't
Three things that mislead teams.
Email automation isn't a retention strategy
Good messages help, but they can't make up for a product that's hard to use or a service that lets people down.
Happy scores don't predict renewal
NPS tells you how people feel. Renewals, usage and upgrades tell you what they'll do. Track both.
Strong expansion can hide churn
Upsells from some customers can mask losses elsewhere. Look at customers lost as well as revenue grown.
Self-check
Where are customers slipping away?
Five questions to find your biggest retention gap.
- How long does a new customer take to get real value, and do you measure it?
- What are the three most common reasons customers contact support?
- Which of those could they do themselves, if the portal let them?
- Do you know why your last ten lost customers left?
- Can customers renew or upgrade online without speaking to anyone?
Questions
The things people usually ask
Plain answers about retention strategy, what's involved and what we need from you. Anything else, just ask.
Is this the same as customer success?
No. We don't run your accounts. We improve the product, portal and journeys your customer success team relies on.
Does it only work for SaaS?
No. It works for any business where customers renew, reorder or upgrade, including subscription and service businesses.
What data do you need?
Usage, CRM and billing data where you have it, and access to some customers to talk to. We'll work with what exists.
