Churn Codes

Owned by arlene.coello
Last updated: Dec 02, 2024
5 min read

Accurate churn coding within Salesforce cases is pivotal for our Customer Success team and all of MedTrainer. This detailed coding system enables us to promptly identify and address potential churn risks, enhancing our ability to mitigate them effectively. By categorizing churn reasons accurately, we can:

 

  1. Trigger Targeted Risk Mitigation Playbooks: Initiate specific, pre-defined playbooks that are tailored to address the identified risks, ensuring timely and effective interventions.

  2. Enhance Reporting and Forecasting: Provide precise and detailed churn reasons, facilitating more accurate churn reporting and forecasting, which supports strategic decision-making and resource allocation.

  3. Deliver Product Feedback: Collect actionable insights regarding product-related issues, enabling us to communicate specific feedback to our product teams and drive continuous improvement.

 

The comprehensive churn coding system covers various aspects including product-related gaps, service issues, pricing concerns, and customer-specific changes, ensuring a holistic understanding of customer challenges.

Escalation/Cancellation Reason

Churn Reason (Escalation/Cancellation Reason)

Description

Secondary Reason - multiselect list

Product-Related

Feature Gaps

Missing features that the customer requires.

  • Reporting

  • Integration

  • Customization

  • Course Content

  • Unmet Expectations (Miscommunication)

  • Unfulfilled Value

  • Poor User Experience

Service-Related

Support Issues

Problems with customer service or technical support.

  • Slow response

  • Unresolved issues

  • Lack of expertise

  • Bad Communication

  • Lack of training

  • Delayed OB/Implementation

Price-Related

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

Customer-Related

Company Changes

Organizational changes affecting the customer’s needs.

  • Bankruptcy

  • Acquisition

  • Going out of business/Retiring

  • Owner/Champion change

  • Low Usage

  • Ghosted

Competition-Related

Competitor Switching

Customer switches to a competitor’s product.

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.

  • Poor User Experience: The product is difficult to use or navigate, leading to customer frustration and dissatisfaction. This can include a non-intuitive interface, slow performance, frequent bugs, or a lack of helpful resources and guides.

Service-Related

  • 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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