Which statement is true regarding customer churn?

The assertion that customer churn is often initiated during the onboarding process is accurate because the onboarding experience plays a crucial role in shaping a customer's satisfaction and overall perception of the service. During onboarding, customers are introduced to the product or service and its features, which can significantly influence their initial impressions and level of engagement. If the onboarding process is not smooth, informative, and supportive, customers may become frustrated or confused, leading to early decision-making regarding discontinuation of the service.

This understanding underlines the importance of a well-structured onboarding process in retaining customers. It highlights how initial interactions set the tone for the entire customer relationship and how addressing potential issues early on can mitigate churning behaviors. Keeping customers engaged and informed during onboarding can promote long-term retention and loyalty to the brand, reducing the likelihood of churn early in the customer journey.