Reported median annual unit churn (by customer count) is 10% for the group. This median has remained relatively consistent with 2015 findings.
Not surprisingly, companies with longer contracts (2+ years) reported the lowest annual unit churn.
Median annual gross dollar churn (without the benefit of upsells) is ~8%. This result is comparable to past survey results (7% in 2015, 6% in 2014, 8% in 2013).
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Between the SMB and Enterprise customer types, the top-quartile performers not only have net-revenue churn that is 14% to 23% percentage less than the average performers but also have net-revenue churn that is negative in an absolute sense
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