Customer Churn Playbook

tara.norris

Reference Materials:

Anaplan Renewal Management Playbook (all) PP Deck

Anaplan Renewal Playbook - Customer Churn Playbook PP Deck

Churn Recognition Dashboard (coming soon!)

Content Owners:

Customer Churn

When we become aware of Customer churn, we need to collaborate and explore all angles, addressing all considerations in a broad & creative way, to turn around the churn. If any of us identifies a roadblock, we should collaborate to solve. We are all responsible for Customer health. 

Things to avoid:	- Pricing migrations that create churn - Churning 1 use case to create an expand opt - Temp contracts and Opt-out deals
Things to watch for:	- Low utilization - No discovery calls - Using a competitor - Model builder turnover - Loss/change in Champion/Executive Sponsor - M&A/Bankruptcy
Things to consider:	- What was the motivation for the original purchase? How has that changed? - What efforts have been considered to address deployment or adoption challenges? - What impact can our partners make? - What are other Customers like this doing in the platform? Leverage the proposal of competitive advantage. - What ELT or other Exec relationships/networks have been leveraged? - What license repurpose options have been explored? What are the logical connection points to add more value through the honeycomb? - What are the benefits of pricing migrations to ensure the Customer has everything they can benefit from?

Churn Recognition Dashboard - coming soon!

Want to take a deeper dive into churn reasons and recognition. Coming end of May 2021 we will have a clearer outlook into: 

• Active Churn: outlook for in-quarter/FY expected churn by Churn Reason, LOB, Geo, and Pod.
• Churn Forecasting: using past and current data we can now see trends in churn reasons by Geo, Pod, and LOB. 
• Churn Saving Plan: provides guidance in a collaborative approach to saving customers churn