Introduction

Losing customers hurts. These interviews help you find out why they leave and how to stop more from walking away.

What's the problem it solves?

Many companies don’t know the real reasons why customers cancel. Churn interviews give you direct answers from those who left, helping you fix problems early and keep more customers long term.

Quick Summary

Churn is what happens when customers stop using your product or cancel their contract. It’s expensive and dangerous for growing businesses, especially in the subscription world. Keeping a customer costs way less than finding a new one, so companies need to understand exactly why people leave.

This article explains how churn interviews give you clear answers that metrics can’t. They show where customers got stuck, what features didn’t work for them, and how your competitors stole the deal. It also provides a full step-by-step process for running these interviews. From learning about the customer's role to understanding their final decision, each step helps you uncover the truth behind lost customers.

These interviews don’t just give you numbers. They give you real stories you can use to make better products, improve support, and fix your renewal strategy. With these insights, you’ll stop guessing and start improving in the areas that matter most.

Key Takeaways from the article

• Churn costs 5–7 times more than keeping a customer
• Most customers don’t leave for just one reason -it’s often many small problems
• Churn interviews uncover what data can't: missed promises, support gaps, poor setup, and more
• Common excuses like “too expensive” often hide deeper problems
• Interviews should follow a plan and cover 12 key areas, like product use, support, and renewal
• Understanding the real reasons behind churn helps you keep future customers
• Use these interviews to improve your product, sales, and customer experience strategy
• Competitors often win over your lost customers -these talks show you how and why
• Fixing churn starts by listening carefully to those who already left

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