[ci5er]

> user churn because of bad onboarding

I have a stupid question regarding vocabulary, because I've seen this 'inherent' definition of 'churn' used around here more recently.

To me, when I do co-hort analyses, failure to onboard is a conversion failure. In any case - 'Customer Success' territory. 'Churn' is when the custom fails to re-up (for whatever reason).

Am I using the 'wrong words'?

[chkuendig]

You are right, failure to onboard is not churn. Churn is when the customer doesn't renew or come back after a certain initial period has passed.

[bkanber]

You're using the right words. (Except for "co-hort" which should just be "cohort" ;)

[ci5er]

Yeah. Sorry. I'm not going to correct it, so that your comment standing here continues making sense.

(I don't know what is wrong with me... I found myself typing 're-novate' the other day... At least that makes more sense than 'co-hort')