Churn is the rate at which customers cancel their subscription or stop doing business with a company over a defined period (monthly, quarterly, annually). For subscription businesses, “logo churn” measures how many customer accounts are lost; “revenue churn” measures the revenue lost.
Customer portals affect churn meaningfully: customers who actively engage with a portal (logging in, using features, finding value) churn at significantly lower rates than disengaged customers. The portal becomes a structural retention mechanism — making it harder to leave by embedding the relationship in workflows the customer relies on.
See our reduce customer churn use case.