Before They Leave
Spot churn earlier and earn a useful return
Tonight we work backward from churn, compare customers who stayed with those who left and build a segment the product team can act on. Then we trigger one useful intervention and measure whether returning customers reach value again.
Dates TBD — evening workshops at Workuity Biltmore. Join Discord or follow the Meetup calendar for the next cohort.
Or join the waitlist — the dates come to you.
Venue sponsor: Workuity. Format: the host builds live on screen. Bring a laptop and work along, or just watch — nobody is put on the spot.
Why this session
Cancellation, failed payment, poor fit and fading use are different problems. Treating them as one campaign wastes attention, hides the real cause and can damage trust.
What we cover
- 01
Define churn and its denominator
Logo, user, activity or revenue churn; voluntary and involuntary; write the boundary and time window before calculating the rate.
- 02
Separate the causes
Distinguish failure to activate, value decay, customer-fit, service, price and payment problems using behavior plus qualitative evidence.
- 03
Find the leading signals
Compare retained and churned journeys to identify meaningful drops in frequency, feature use, collaboration or successful outcomes.
- 04
Build the at-risk cohort
Create a segment with an explicit entry rule, exit rule and reason the team can act on.
- 05
Design re-engagement around value
Choose the right surface and message to help the customer resume a useful job; suppress people for whom outreach would be irrelevant or harmful.
- 06
Measure return that lasts
Track reactivation, repeat value after return, incremental lift against a holdout and unsubscribe or complaint guardrails.
You leave with
A precise churn definition, an actionable at-risk cohort and a behavior-triggered re-engagement flow measured against a holdout.
To follow along
A laptop, retention analysis and access to lifecycle messaging or the supplied workflow. Cancellation reasons, failed-payment states and support themes are useful inputs if available.
Afterward
Nothing is required. It compounds if you run the same work on your own product. The suggested output:
05-reengagement/ — churn definition, risk cohort, intervention flow, suppression rules and incremental-lift scorecard.
Everything is open source. Missed the session? It's archived in Discord.
The session kit
Slides, a follow-along guide and skill files. Free to download, room or no room.
The community online
Recaps, archive links, questions between sessions, everyone else's work in progress.