Customer churn review

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• Organisation or product

  For example: TidyPlan subscriptions

• Period reviewed

  For example: Third quarter 2030

• Prepared by

  For example: Anna Berg, Customer Success

• Customers at the start

  For example: 4,800

• Customers lost

  For example: 312

• Churn rate

  Customers lost divided by customers at the start.

  For example: 6.5 percent (312 of 4,800)

• Currency

  For example: EUR

• Yearly revenue lost (optional)optional

  For example: 112,000

• Compared with earlier periods

  For example: Second quarter was 5.1 percent and a year ago 4.8 percent. The rise comes from customers in their first 3 months.

• Who is leaving

  One row for each group.

  For example: First 3 months | 148 | 47 percent of those lost Small teams | 96 | 31 percent Annual plan | 20 | 6 percent

• Why they left

  From exit surveys, cancellation answers and calls. Say how many answered.

  For example: Never got started: 34 percent Too expensive: 22 percent Missing a feature: 18 percent Went to a competitor: 15 percent Other: 11 percent

• Early warning signs

  For example: No login in the first 7 days No list shared within 14 days Two support tickets unresolved

• What kept customers (optional)optional

  For example: A short call in week 2 cut early cancellations by a third in the pilot group.

• Actions

  One row for each action.

  For example: Send a guided start email on day 1, 3 and 7 | Anna | 15 October Call every new team in week 2 | Customer Success | from 1 October Test a pause option instead of cancel | Product | Q4

• Target for next period

  For example: Churn below 5 percent

1. 11. The numbers
2. 22. Trend
3. 33. Who is leaving
4. 44. Why they left
5. 55. Early warning signs
6. 66. What kept customers
7. 77. Actions

1. 01

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2. 02

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3. 03

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What details does this template ask for?

The form asks for 15 details, starting with Organisation or product, Period reviewed, Prepared by, Customers at the start, Customers lost. 2 more are optional.

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