Lesson objectives
- Identify churn warning signals
- Plan interventions
Warning signals
- Falling logins or usage
- Key feature never adopted
- Failed payments
- Support tickets about the same problem
- Champion user leaves the customer's team
Interventions
- Targeted help content or a check-in call
- Automated dunning for failed payments
- Plan downgrades or pauses instead of cancellation
- Exit surveys to learn why people leave
Action steps
- Choose two warning signals you can track now
Checklist
- At-risk signals tracked
- Failed-payment recovery set up
- Exit survey live