Sometimes customers churn, and when they do the most important thing is to learn from the churn.
By logging and storing churn reasons you can look for patterns to help identify improvement areas.
To create/edit churn reasons:
Navigate to the "Data" Global Tool in the top-right of your Planhat tenant
Note that typically only admins have access to this - you need the "Admin Access" permission
Select "Churn" from the model list on the left, and then ensure that the "Fields" tab is selected (both pictured above)
Click on "Reasons" to open up a modal like this:
Common churn reasons include:
Lack of value realization
Poor onboarding
Change in decision maker
No executive sponsor
Misaligned expectations
Generally, we don't recommend using "budget" as a reason. Companies usually have budget, so a customer telling you they are churning due to budget means they have not seen real value. The real reason lies in why they have not seen value.
🚀 Quick tip: Adding secondary and tertiary reasons for churn can be done via custom fields on the Churn data model. This article explains how to add fields.
Here you can see that custom field in a Churn Preview - an example Churn record:
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Visualizing your Churn Data
Like other Planhat models, you can visualize Churn data in a variety of different Pages, such as Dashboards.
To help you get started quickly, there's even a "Churn Analysis" Page Template.
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