User Offboarding

Turn churn into opportunities to learn

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It’s always a bad news when a user wants to downgrade or stop using your product, but it's a great opportunity to learn how to improve.

The same way you built an onboarding in your product, you have to setup an offboarding process to get additional insights on why users decide to cancel their subscription.

If you gather feedback for every customer who cancels, you can quickly start identifying patterns of reasons for churn. It generally comes to a few options: not using it enough, choosing a competitive alternative, too expensive, etc.

Cataloging these reasons for churn, and diagnosing where the largest gaps (read: opportunities) are, is the foundation for creating your churn strategy.

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