Standard Churn Reasons in Renewal Center

  • 7 July 2020
  • 3 replies

Userlevel 3
  • Gainsight Employee: Veteran Rookie
  • 82 replies

We are looking at adding out of the box Churn Reasons and analysis in Renewal Center. I would love your thoughts on the below standard reasons. Admin will be able to add reasons and deactivate standard reasons that are not relevant. When a renewal is lost or has down sell, the user will be able to select the churn reason.

  • Cost of Ownership

  • Failed to Achieve Outcome

  • Lost Champion

  • Low Adoption

  • Poor Service

  • Product Issue

  • Reduced License Needs

  • Should Not Have Sold

  • Switch to Competitor

  • Customer Issue: M&A, Financial Health, etc.

  • Other

  • Undetermined

What churn reasons do you use? How do you report on them?

3 replies

Userlevel 7

Bumping this to the top for more visibility!

Userlevel 6

Hello Everyone!

Happy to announce that your request has been considered partially and included as part of the v6.17 release (SFDC / NXT). With this release, you can now learn about the churn reasons, by tracking them via the churn chart. When you select the Category as Primary Reason, the Churn Chart groups the opportunities based on the different churn reasons that you have configured in Data Management. 

This feature is implemented in both SFDC & NXT versions.

For more information, refer to the Renewal Center User Guide article.

Thanks for posting!

Userlevel 3

Already released!