churn-analysis

# Churn Analysis Skill Produce a structured churn analysis that goes beyond the headline rate — identifying why customers leave, which segments are most at risk, and what interventions will have the highest impact on retention. ## Required Inputs Ask for these if not already provided: - **Time period** being analysed (e.g. Q1, last 12 months) - **Total customers at start of period** and **customers churned** - **ARR or revenue lost** to churn - **Churn reasons data** — exit survey results, CSM notes, support data, or sales loss reasons - **Customer segments** — by tier, industry, cohort, or product line - **Current retention rate** if known - **Any recent changes** — pricing, product, support model — that may have affected churn ## Churn Categories Always classify churn before analysing it: | Category | Definition | |---|---| | **Voluntary — avoidable** | Customer left due to a problem we could have addressed (product gaps, poor onboarding, relationship failures) | | **Voluntary — unavoidable** | Customer left for reasons outside our control (budget cuts, acquisition, company shutdown) | | **Involuntary** | Payment failure, contract non-renewal by mistake, admin error | The interventions for each category are different. Conflating them leads to wrong conclusions. ## Output Format --- # Churn Analysis: [Product / Segment / Company] **Period:** [Start date] — [End date] **Prepared by:** [Name] | **Date:** [Date] --- ## Headline Numbers | Metric | Value | |---|---| ...