Churn Management
A standardized workflow to manage customer churn effectively, offering a good experience even up until the last engagement.
Workflow Steps
Step 1 - Customer Initiates Cancellation
A customer indicates they want to cancel their account, typically from their account settings page.
Step 2 - Automated Churn Survey & Retention Offer
Before finalizing the cancellation, an automated survey is presented to understand the reason for cancellation. Based on their answer, a targeted retention offer may be made (e.g., a discount, a temporary pause on the subscription).
Step 3 - Process Cancellation & Offboarding
If the customer still wishes to cancel, the system processes the cancellation, provides options for data export, and schedules the account for closure at the end of the billing period.
Step 4 - Feedback Analysis & Product Team Loop
The reasons for churn are aggregated and analyzed. Key insights and verbatim feedback are shared with the product team to help them prioritize improvements and address the root causes of churn.
The Purpose of Churn Management
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