The Churn Exit Interview
Interview a churned customer for real reasons
interview a churned customer for real reasonsb2b saastool-agnosticproductchurncustomer-researchretentionbeginner
Entry PT-0155 · full text · stolen 0 timesReceived
A customer just churned and agreed to 15 minutes: [CUSTOMER, PLAN, HOW LONG THEY WERE WITH US, THE REASON THEY GAVE IN CANCELLATION]. Build the interview: the opener that gets past the polite reason, the questions that separate 'too expensive' from 'not worth it', the moment they almost left earlier, what would have kept them at each stage, and the one question that tells me if they are winnable later. Then give me the coding sheet - the six buckets to log every churn interview into so patterns emerge across calls.
Inputs needed
- ■Customer, plan, tenure, stated cancel reason
What good output looks like
Opener bypasses the polite reason; price vs value separated; winnability question included; coding sheet makes patterns countable across interviews
The stream (0)
Reading the room…