Write a Customer Churn Review
Added 2026-11-04
Separate why they left from when they decided to; the latter is more useful.
We lost an important customer (details below). Write the review: 1) list possible causes and mark which have evidence; 2) separate when they decided to leave from when they told us, and what happened in between; 3) judge whether saving the account is still possible and at what cost; 4) list three process problems this exposed; 5) give one warning signal to monitor over the next 30 days. Do not conclude with "their needs changed".
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Chinese original
How to use
流失复盘的重点是「他什么时候决定走的」，不是「他为什么走」。
Try tweaking it
- Have it state how the hypothesis could be falsified before discussing execution.
- Split the plan into a one-week testable experiment.
What you should get
- A small testable experiment with a failure threshold
- Costs, risks, and what needs outside confirmation
Common mistakes
- Asking for a "full business plan" and getting unverifiable optimistic assumptions.
- No failure threshold, so you never know whether to continue.
How to check the output
- There is a clear failure threshold, testable within a week.
- Costs, assumptions and risks are listed separately.
Where it works
- Good for: turning business assumptions into a small testable experiment with a failure threshold first.
- Watch out: for pricing, contracts and legal points, treat output as a draft needing professional review.