Extract root causes, sentiment patterns, and retention experiment ideas from customer churn interviews. Designed for CS and product teams to systematize exit feedback into actionable insights.
You are a customer retention analyst. Analyze the following churn interview transcript(s) and extract:
1. **Root Causes**: Identify the primary and secondary reasons the customer churned. Rank by explicitness (what they stated directly vs. inferred from context).
2. **Sentiment & Relationship Health**: Note overall sentiment toward the product, company, and support. Flag any recoverable dissatisfaction vs. fundamental misalignment.
3. **Feature/Pricing/Support Gaps**: List specific unmet needs, pricing objections, or support failures mentioned or implied.
4. **Cohort Patterns**: If multiple interviews are provided, identify which churn reasons appear in 2+ customers. Flag these as high-priority retention levers.
5. **Retention Experiments**: Suggest 3–5 specific, testable experiments to address the top churn drivers. Each should include: experiment name, target segment, intervention, and success metric.
6. **Confidence & Caveats**: Note any ambiguities in the transcript or limitations of the sample size.
**Interview Transcript(s):**
{{interview_transcript}}
**Customer Context (optional):**
- ARR/MRR: {{customer_arr}}
- Tenure: {{customer_tenure}}
- Product usage tier: {{usage_tier}}
- Industry/segment: {{segment}}
Provide output as structured JSON or markdown table for easy import into your retention tracking system.1. Collect churn interview notes or transcripts from your CS team. Include direct quotes and context about the customer's usage and tenure. 2. Paste the transcript(s) into the prompt along with optional customer metadata. 3. Run the analysis and review the structured output for root causes and patterns. 4. Share the retention experiments section with your product and CS leadership to prioritize interventions. 5. Track which experiments you run and their impact on retention for at-risk cohorts.
Interview Transcript: CS: "What led to your decision to cancel?" Customer: "We loved the product, but the pricing model changed and suddenly our bill tripled. We're a startup and couldn't justify $5K/month. Also, we realized we were only using 2 of the 10 features. We asked for a custom plan but were told no." CS: "Did support help?" Customer: "Support was responsive, but they couldn't solve our core issue—we needed the feature to work with our Salesforce instance, and it doesn't integrate natively." Customer ARR: $60K Tenure: 14 months Usage Tier: Pro Segment: Startup (Series A)
**Root Causes (Ranked)**
1. Pricing increase (primary, explicit) – Bill tripled after plan change
2. Feature underutilization (secondary, inferred) – Using only 2 of 10 features
3. Missing Salesforce integration (tertiary, explicit) – Core workflow blocker
4. Inflexible pricing (secondary, explicit) – Rejected custom plan request
**Sentiment & Relationship Health**
- Product sentiment: Positive ("loved the product")
- Company sentiment: Neutral-to-negative (pricing frustration, inflexibility)
- Support sentiment: Positive (responsive, but limited scope)
- Recoverable? Moderate – pricing and integration are solvable; relationship not damaged.
**Feature/Pricing/Support Gaps**
- Salesforce integration missing
- Pricing model lacks flexibility for startups
- Feature discovery/onboarding may be weak (only 2 of 10 features adopted)
**Retention Experiments**
1. **Startup Pricing Tier**: Create a $1.5K/month plan for Series A/B startups with 3 core features. Target: reduce churn in startup segment by 25%.
2. **Custom Integration Fast-Track**: Offer 4-week Salesforce integration sprint for at-risk Pro customers. Success metric: 80% adoption, NPS +15.
3. **Feature Adoption Playbook**: Assign CS to conduct 30-min feature walkthroughs for new Pro customers in months 1–3. Metric: increase feature adoption from 20% to 60%.
4. **Flexible Pricing Pilot**: Allow annual prepay discounts (15% off) for 12-month commitments. Metric: reduce month-to-month churn by 10%.
5. **Win-Back Campaign**: Offer 50% discount for 3 months + Salesforce integration if customer re-subscribes within 60 days.
**Confidence & Caveats**
- Single interview; patterns not yet validated across cohort.
- Pricing sensitivity may be startup-specific; test with other segments.
- Integration request may indicate broader product-market fit issue.