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- Dave Epperly Doc description
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Accurate churn coding for escalation cases allows us to interdict churn risk early and understand where customers are having trouble. |
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Product-Related
Service-Related
Price-Related
Customer-Related
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Escalation/Cancellation Reason (A) | Description | Secondary Reason (B) - multiselect list |
Feature Gaps | Missing features that the customer requires. |
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Support Issues | Problems with customer service or technical support. |
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Pricing Issues | Customer finds the pricing too high or not value for money. |
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Company Changes | Organizational changes affecting the customer’s needs. |
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Competitor Switching | Customer switches to a competitor’s product. |
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Product-Related
Reporting: Inadequate or missing reporting features that fail to meet customer’s analytical needs.
Integration: Challenges or lack of ability to integrate with other necessary systems or software.
Customization: Insufficient options for tailoring the product to specific customer requirements.
Course Content: Poor quality or irrelevant educational materials within the product.
Unmet Expectations (Miscommunication): Discrepancy between customer expectations and actual product delivery due to miscommunication.
Unfulfilled Value: The product does not deliver the promised benefits or value.
Service-Related
Poor User Experience: The product is difficult to use or navigate, leading to frustration.
Slow response: Delays in responding to customer inquiries or support requests.
Unresolved issues: Ongoing problems that have not been adequately addressed or fixed.
Lack of expertise: Support staff lacks the necessary knowledge to resolve customer issues effectively.
Bad Communication: Ineffective or unclear communication from support or service teams.
Lack of training: Insufficient training resources or support for customers to use the product effectively.
Delayed OB/Implementation: Significant delays in onboarding or implementing the product for the customer.
Price-Related
Too expensive: Customer perceives the product as overpriced relative to its value.
Hidden fees/Unrecognized Charges: Unexpected or unclear additional charges that were not initially communicated.
Price increase: Recent increase in the product’s price affecting customer’s budget.
Annual Increase: Regular annual price hikes that customers find burdensome.
Past-Due: Overdue payments causing financial strain or dissatisfaction.
Customer-Related
Terms and Conditions: Unfavorable contract terms or conditions that do not meet customer’s expectations.
Bankruptcy: Customer is going through financial insolvency.
Acquisition: Customer’s organization is being acquired, leading to potential changes in software requirements.
Going out of business/Retiring: Customer’s organization is shutting down or key personnel are retiring.
Owner/Champion change: Change in ownership or the departure of a key internal advocate for the product.
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RESOURCES |