Being fired by a customer never feels good. Members frequently churn due to UX struggles, buggy software, or not getting enough value. Regardless of the reason, the key is to identify the inflection point of when your customer gives up. Knowing when allows you to begin the remediation process and hopefully save your user from leaving.
Enterprise software companies face some of the same challenges that consumer subscription businesses face. Usage remains the single best predictor of renewal. Breaking this down is the first step in increasing customer satisfaction and renewals.