Reduce your rate of churn
How I approach this
I talk to a number of your customers who have recently churned. We can’t just ask them why they churned and expect a useful answer.
Instead, we need to understand the individual stories and identify themes.
I apply what I learn from these interviews to a review of your software. I use this to make some recommendations for improvement.
What you get?
A report in simple, concise language which explains
The factors which lead to users churning
The areas of your software which cause it
Specific recommendations to improve
A video call to talk through the report and answer your questions
The type of interview required for this can take some expertise to do effectively. The reason a user churns is often quite detailed and difficult to explain quickly. I create a conversation where the reasoning is often obvious to the listener.
I can also approach this research in an objective manner because I am not part of your organisation. I won't have many of the biases and pet theories you might have.