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.
Template structure
See how this template is structured. As this is just an example, you can customize it.
Start form
-
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