About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
It’s a stressful situation when a customer requests to churn. You might have seen it coming from a mile away, or their reasons for churning might have been completely out of your control. Nevertheless, to make this process a little bit easier, we’ve provided an example of a Churn Report your team can use to document all of the details of your customer churn requests at scale.
Using Vitally Note Templates, Customer Success teams can create a standardized and streamlined process for notating customer information. Within Notes, internal team members can also tag each other to collaborate on plans to stop an account from churning.
Amelia Losciale, a Senior Customer Success Manager at Vitally, uses this Churn Report Blueprint to streamline data collection and ensure she captures the entire picture of why a customer is churning.
Preview of Blueprint
When to use a Churn Report Blueprint
This Blueprint should be used when a customer is requesting to churn. This typically can occur at any customer lifecycle stage - whether that’s onboarding, adoption, maturity, and so on.
In this Churn Report, you’ll find key pieces of information you may want to collect. For example, your team can notate the churn request date, steps taken to mitigate churn, reasons for churning, and so on.
In addition, you’ll also see fields where you can select an option or type in text - these are Vitally Account Traits which link back to a customer’s account profile within Vitally. Each of these sections can easily be adapted to fit your team’s needs and can serve as a great starting point for those who may not have a process already in place.
KPIs Impacted
- Net Revenue Retention (NRR) Rate
- Churn Rate
- Customer Lifetime Value (CLV)
What data points or information will you need to complete or add?
Most SaaS organizations can use this Churn Report as is. The only area you’ll need to customize is the “Churn Reason” section to fit your particular use case, industry, or Customer Success motion.
How can you customize this for other use cases?
Our Churn Report Note Template uses Account Traits which are ‘properties’ or ‘fields’ on an account (such as “Health Score”, “Churn Reason”, etc.). You may want to include different Traits depending on the data that is important to your team.
Tip: Once you’ve created your own Churn Report and your team begins to fill these out, you can use the data collected to do a retrospective analysis of your churned accounts! With Vitally, you can create Views that include all of your "Churn Reasons" so you can see why accounts churned at a glance and figure out how to mitigate these reasons moving forward.
Going beyond Notes
Note Templates allow Customer Success teams to be more productive by streamlining the collection of data across any type of use case. Beyond Notes, Vitally users have the ability to create Docs, Projects, Conversation Templates and much more to foster more collaboration with customers and overall efficiency of their teams. Check out more use cases in our Blueprints library!
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