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Churn Codes

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  • Dave Epperly Doc description

Accurate churn coding for escalation cases allows us to interdict churn risk early and understand where customers are having trouble.

Escalation/Cancellation Reason (A)

Description

Secondary Reason (B) - multiselect list

Feature Gaps

Missing features that the customer requires.

  • Reporting

  • Integration

  • Customization

  • Course Content

  • Unmet Expectations (Miscommunication)

  • Unfulfilled Value

  • Poor User Experience

Support Issues

Problems with customer service or technical support.

  • Slow response

  • Unresolved issues

  • Lack of expertise

  • Bad Communication

  • Lack of training

  • Delayed OB/Implementation

Pricing Issues

Customer finds the pricing too high or not value for money.

  • Too expensive

  • Hidden fees/Unrecognized Charges

  • Price increase

  • Annual Increase

  • Past-Due

  • Terms and Conditions

Company Changes

Organizational changes affecting the customer’s needs.

  • Bankruptcy

  • Acquisition

  • Going out of business/Retiring

  • Owner/Champion change

Competitor Switching

Customer switches to a competitor’s product.

  • 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.

RESOURCES

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