Churn Management
Template
Canceled 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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- Company name
- Client name
- Client e-mail
- Client phone number
- Paid user category
- Total user count
- Customer since
- Contract value
New entries
- Assignee
- Account classification
- Rockstar
- Big
- Medium
- Small
- Payment issue
- Yes
- No
Follow up
- Send customer an E-mail
- E-mail sent?
- Yes
- No
- Replied?
- Yes
- No
- Main motivation for churn?
- Too expensive
- New manager
- Doesn’t fit our needs
- Process no longer exists
- Company Adoption – People
- Company Adoption – Product
- Other
- Churn expected?
- Expected
- Unexpected
- Churn avoidable?
- Avoidable
- Unavoidable
- Is the customer switching to another tool? Which one?
- What is the feedback?
Cancelling (refund only)
- Account canceled?
- Yes
- No
- Account cancellation date
- Refund necessary?
- Yes
- No
- Refund amount
Done
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