Churn Management


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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  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 canceled?
    • Yes
    • No
  2. Account cancellation date
  3. Refund necessary?
    • Yes
    • No
  4. Refund amount



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Trusted by 60k users, this could be the beginning of something great.

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