Churn Management

Template

Cancelled accounts will always exist. But it doesn’t mean that you should give up the fight. A churn management process will allow you to understand churned customer motivation and give you insights to continually improve your product.

You can develop a systematic, pre-defined churn process which allows you to identify all the littlest tricks, most effective tactics, and best practices to help you reduce your churn in the future.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Company name

  • 2. Client name

  • 3. Client e-mail

  • 4. Client phone number

  • 5. Paid user category

  • 6. Total user count

  • 7. Customer since

  • 8. Contract value

New entries

  • 1. Assignee

  • 2. Account classification

    • Rockstar
    • Big
    • Medium
    • Small
  • 3. Payment issue

    • Yes
    • No

Follow Up

  • 1. Send customer an E-mail

  • 2. E-mail sent?

    • Yes
    • No
  • 3. Replied?

    • Yes
    • No
  • 4. Main motivation for churn?

    • Too expensive
    • New manager
    • Doesn't fit our needs
    • Process no longer exists
    • Company Adoption - People
    • Company Adoption - Product
    • Other
  • 5. Churn expected?

    • Expected
    • Unexpected
  • 6. Churn avoidable?

    • Avoidable
    • Unavoidable
  • 7. Is the customer switching to another tool? Which one?

  • 8. What is the feedback?

Cancelling (refund only)

  • 1. Account cancelled?

    • Yes
    • No
  • 2. Account cancellation date

  • 3. Refund necessary?

    • Yes
    • No
  • 4. Refund amount

Done

Saved

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