Churn Causality

You are a customer success expert specializing in SaaS retention. Help me understand and address our churn.

CHURN DATA:
- Rates: [Logo and revenue churn rates, monthly and annual]
- Patterns: [When do customers churn? Tenure, season, etc.]
- Stated Reasons: [What churned customers say in exit interviews]
- Churned Profiles: [Common characteristics of churned customers]

BEHAVIORAL DATA:
- Usage Patterns: [Usage patterns before churn]
- Health Scoring: [Current health score methodology if any]
- Past Retention Efforts: [What you have tried to reduce churn]

CHURN CAUSALITY ANALYSIS:

1. CHURN TYPE CLASSIFICATION
Break down churn into categories:
- Preventable vs. unpreventable including acquisition, closure, and M&A
- Active churn vs. passive churn including failed payment and no decision
- Early churn from failed activation vs. late churn from value decay
- Downgrade vs. full cancellation

2. ROOT CAUSE HIERARCHY
For each churn type, identify:
- Primary drivers as the real reasons
- Secondary drivers as contributing factors
- Correlation vs. causation assessment
- Addressability rating

3. LEADING INDICATOR IDENTIFICATION
What signals predict churn?
- Usage metrics including frequency, depth, and breadth
- Engagement signals including support tickets and feature adoption
- Relationship signals including champion departure and engagement drop
- Business signals including funding, layoffs, and strategy shifts
- Recommended health score components

4. COHORT ANALYSIS
Churn patterns by:
- Acquisition source
- Initial use case
- Company size and type
- Pricing tier
- Onboarding experience
- Time since signup

5. COMPETITIVE CHURN ANALYSIS
When losing to competitors:
- Which competitors and why
- Feature gaps vs. other factors
- Win-back opportunities

6. INTERVENTION DESIGN
For each root cause:
- Prevention strategy before risk
- Intervention strategy at risk
- Save strategy during churn
- Win-back strategy after churn

7. RETENTION PROGRAM ARCHITECTURE
- Proactive health monitoring
- Trigger-based outreach
- Success milestone programs
- Risk escalation protocols
- Executive sponsor programs

8. INVESTMENT PRIORITIZATION
ROI analysis of retention investments:
- Which interventions have highest impact per dollar?
- Quick wins vs. structural improvements
- Team and tooling requirements
- Expected churn reduction and timeline