Growth tacticS

Creating an Offboarding Process to Reduce Churn

Retention

Gather feedback from customers who cancel their subscription to identify patterns of reasons for churn and create a churn strategy.

Creating an Offboarding Process to Reduce Churn

It’s always a bad news when a user wants to downgrade or stop using your product, but it’s a great opportunity to learn how to improve. The same way you built an onboarding in your product, you have to setup an offboarding process to get additional insights on why users decide to cancel their subscription. If you gather feedback for every customer who cancels, you can quickly start identifying patterns of reasons for churn. It generally comes to a few options: not using it enough, choosing a competitive alternative, too expensive, etc. Cataloging these reasons for churn, and diagnosing where the largest gaps (read: opportunities) are, is the foundation for creating your churn strategy. Step-by-Step:

How to implement
  1. Create an offboarding process in your product that allows customers to provide feedback when they cancel their subscription.
  2. Gather feedback from customers who cancel their subscription and identify patterns of reasons for churn.
  3. Analyze the feedback to diagnose where the largest gaps (read: opportunities) are.
  4. Create a churn strategy based on the feedback and gaps identified.
  5. Implement the churn strategy and measure the results.
  6. Repeat the process as needed to refine the churn strategy.