Charlene

Most of our clients are startups or entrepreneurs.

So churn is something that we anticipated from the start.

Trying to turn it down is to have a great onboarding from the start.

We realized that the people are seeking not only for a technical solution, but also for marketing support and business support.

And sharing our experience of marketplace businesses is something really essential in the whole strategy to turn down the churn, actually.

They churn.

We have two types of people churning.

Most of them churn because they realize they don't really have time to manage their customer acquisition.

We told people to start with acquisition of vendors on their marketplace because this is the easy way to do it.

And they realize that it's a lot of effort and time to dedicate to this task.

And they just get scared.

So we have to accompany them on that point.

And all the people just don't find what they were looking for.

what they need in the solution.

But it's not really... We're trying to have a lot of feedback when people churn.

And what we've heard is that as we were on the early stage, maybe we needed to have more technical support on the solution.

So we started working on that during summer.

And now churn is essentially when people just...

can dedicate the time and the right amount of human resources on the marketplace project.

Yes, of course.