Product Adoption and Customer Churn: A Data-Driven Analysis of the Primary B2B SaaS Retention Mechanism

Author(s)	Mr. Mahendar Singh Rajpurohit
Country	India
Abstract	This report presents a comprehensive analysis of the causal relationship between product adoption and customer churn, focusing specifically on the Business-to-Business (B2B) Software-as-a-Service (SaaS) industry. The central problem addressed is the high rate of customer attrition that inhibits sustainable growth, erodes revenue, and negates customer acquisition investments. This churn is often a symptom of a significant gap between the value companies believe they provide and the value customers actually realize. A 2024 Bain & Company study starkly illustrates this, finding that while 80% of CEOs believe their company delivers a superior customer experience, only 8% of their customers agree
Keywords	SAAS, Churn, Product adoption
Field	Business Administration
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-11-06
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.59593

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International Journal For Multidisciplinary Research