Churn Post-Mortem Template

Turn a lost customer into fixes with owners and dates, so the next one doesn't leave the same way.

Losing a big customer hurts. Losing the next one the exact same way is worse, and it happens all the time, because most companies handle churn with a chat message, a sad emoji and a reason picked from a dropdown. Six months later a similar customer leaves for a similar reason, and nobody connects the two.

This deck runs the internal review that breaks that cycle. It opens with ground rules that keep the room focused on systems and evidence, then walks through the customer overview, what happened, the timeline and turning points, what went well, what went wrong and the root causes. It ends with actions that each have one owner and a date, plus a 30-day check-in to prove they happened. Every slide has speaker notes, and the guide gives you the roles, a timeline from day 0 to day 30, a facilitation plan and the questions that get past the surface.

What's included

• Churn Post-Mortem template in PowerPoint, plus a make-a-copy link for Google Slides

• 12 slides with speaker notes: title, ground rules, agenda, customer overview, what happened, timeline and turning points, what went well, what went wrong, what we learned, actions with owners and dates, 30-day check-in and close

• A step-by-step PDF guide with roles, a day 0 to day 30 timeline, worked examples, a facilitation plan, questions that get past the surface and the mistakes to avoid

• A Steal This post-mortem readiness check

Who it's for

CS leaders and CSMs who want every significant loss to change something, and the Sales, Product and Support partners who belong in that room.

How it works

Digital download. Your files are ready right after checkout. Open the PowerPoint file, or use the link included with your download to make your own copy in Google Slides. No physical item will be shipped.

Bundle and save

This template is part of the Renewal and Retention Bundle: 10 templates for $99, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.