CRM: Propensity to switch

In the cloud application world, customer loyalty is won or lost every day. Nucleus examined the willingness of cloud customers to switch applications and found that 52 percent of CRM customers are willing to switch within the first six months of their deployment. This has important implications for both short-term sales strategies and the valuation of the overall lifetime value of a customer, as lost deals are deals to be won back for the next two quarters.