08.2.2 · Skill in Retention analysis
Churn
Understanding why and when users or customers leave.
Churn analysis looks at who leaves, when and after what. Exit surveys, cancellation reasons and usage before churn point to causes. Some churn is unavoidable, so the goal is to find the preventable kind.
Resources
3- articleStart hereChurn analysis: steps to understanding why customers leave ↗Chargebee · 2020 · 14 min
How to set up churn data, segment it and separate the reasons you can act on.
- articleStart hereVoluntary vs. involuntary churn: what they are and how to reduce them ↗Paddle · 2022 · 12 min
Why failed payments and real cancellations need different fixes, and how big each usually is.
- articleGo deeperInvoluntary churn 101 ↗Stripe · 2024 · 15 min
Card failures, retries and dunning: the engineering side of keeping customers who meant to stay.
Tools
none yetTools for this topic are being researched.