What You Can Learn from Churn (with Founder and CPO of Churnkey, Scott Hurff)

The Self-Serve SaaS 'Cast

Scott and Yohann talk about churn — how he approaches it at Churnkey, and how he hopes more companies will approach it in general. As he says, “It’s one of the most underrated sources of information and intelligence.” Creating a cancellation system not only helps customers feel like they’re being heard as you part ways but also gives you precious insight to get ahead of potential cancellations before it’s too late. 05:48 Why Churnkey Blends Self-Serve and Sales 09:49 Creating Customer Profiles with Churn Data 19:17 Using Churn to Refine Value Metrics 23:35 Applying End-Of-Lifecycle Lessons to the Early Lifecycle 27:27 Churnkey's North Star Value Metric 39:15 Key Questions to Ask of Your Churn Data For insights from the episode and the full transcript, check out: https://selfservesaas.feather.blog/learn-from-churn