Template guide
Overview
Stop the leak. Capture churn reasons, usage patterns, and customer segments to identify the root causes of customer loss.
Who should use this template
- Customer Success Managers
- Retention teams
- Product managers
What this template covers
Churn Data
- Churn rate (%)
- Customer segment
- Reasons for churn
Behavior
- Usage patterns
- Time-to-churn
- Retention efforts
From responses to AI summary
FormGenyus is built for workflows where raw answers are long. Here is an illustrative example of how a summary differs from raw text (not from a live submission).
Sample raw response
Main reason is low engagement; mostly SMB customers; churn happens in month 3; failed onboarding…
Churn analysis summary
- Root Cause: Low engagement driven by incomplete onboarding in month 3
- Segment: High risk identified in the SMB customer tier
- Action: Redesign the first 90-day retention loop focusing on 'Aha' moments
FAQ
- What is voluntary vs involuntary churn?
- Voluntary churn is when a user cancels; involuntary is usually due to payment failures.