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Face-to-face engagement is important, especially at vital points in the salescycle or while creating relationships. The first and foremost will be the global economic crisis. Not working on feature requests has, in a large way, contributed to our churnrates. Thanks to Jonathan Tian, Mobitrix ! #25-
In my case (LucidEra -- a SaaS analytics provider focusing on sales, marketing, and financial analytics), weve found that success requires not only building some best practices for analytics into our solution, but also coming up with a repeatable and scalable way to show the customer how to use the analytics and how to interpret the results.
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Churn Rate 
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