Engagement
Churn Root-Cause Review
A structured investigation into why paying customers leave, pairing cancellation notes with revenue impact so you know which fixes matter first.
Who it is for
Teams seeing rising cancellations but no clear ranking of causes by revenue lost.
What you leave with
A prioritized churn cause board with revenue at risk, sample customer journeys, and three recommended interventions with owners.
Included
- Cancellation reason coding and revenue weighting
- Cohort slices by plan, tenure, and acquisition channel
- Facilitated working session with retention and support leads
- Written findings pack
Not included
- Customer interview recruiting fees
- Product design or engineering implementation
Process
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Collect
Pull cancellations, refunds, and save offers from the last two quarters.
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Code
Classify reasons and attach revenue weight, not just ticket volume.
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Workshop
Walk leadership through the ranked causes and debate interventions.
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Deliver
Issue the findings pack with owners and a 30-day check-in plan.
Preparation & constraints
Prepare: Export of cancelled accounts with plan, tenure, and free-text reasons if available.
Constraints: Fewer than 40 cancellations in the window limits statistical confidence; we still deliver qualitative patterns.
Next step: Tell us your cancellation volume and we will confirm timing.
Request a scoping call