Scott and Yohann talk about churn — how he approaches it at Churnkey, and how he hopes more companies will approach it in general. As he says, “It’s one of the most underrated sources of information and intelligence.” Creating a cancellation system not only helps customers feel like they’re being heard as you part ways but also gives you precious insight to get ahead of potential cancellations before it’s too late.
05:48 Why Churnkey Blends Self-Serve and Sales
09:49 Creating Customer Profiles with Churn Data
19:17 Using Churn to Refine Value Metrics
23:35 Applying End-Of-Lifecycle Lessons to the Early Lifecycle
27:27 Churnkey's North Star Value Metric
39:15 Key Questions to Ask of Your Churn Data
For insights from the episode and the full transcript, check out: https://selfservesaas.feather.blog/learn-from-churn