Why customers actually leave: involuntary, never-activated, completed, and dissatisfied churn, read on cohort curves rather than a monthly rate.

2 posts in Churn

• 

  September 10, 2026

  By the time they cancel, the decision is six weeks old

  Cancellation is paperwork. The decision happened weeks earlier, in behavior you could have seen. Why churn programs that start at the cancel screen are working the least valuable moment in the lifecycle.

• 

  September 3, 2026

  Churn is four problems added together, and you're fixing the wrong one

  A failed credit card and a disappointed customer both show up as a cancellation. Splitting churn into involuntary, never-activated, completed, and dissatisfied is what turns a rate into a plan.