Customer Churn Record
Track and analyze churned customers to understand reasons and identify action items
By
AnyDB
The AnyDB Customer Churn Record template is designed to capture structured data about customers who have discontinued service. It helps businesses categorize churn reasons, assess customer value, and identify potential follow-up actions. This template is ideal for Customer Success, Product, and Retention teams looking to reduce future churn and analyze trends.
Suitable for
Description
Each record documents one churned customer and includes key fields such as customer name, classification (e.g., SMB, Enterprise), churn date, churn category (e.g., Preventable, Strategic), and the primary and secondary reasons for leaving (e.g., Price, Features, Support). Additional fields capture customer lifetime value (LTV), customer lifetime (in years), product used, assigned owner, and rich-text notes.
A dedicated section for follow-up actions and an embedded rich-text editor for notes make it easy for retention teams to log next steps or historical context. The template also supports referencing the original customer record and linking related support tickets or product feedback.
Visual badges are automatically generated to highlight key churn metrics like reason and category, which can be used for dashboard rollups and filtering.
Key Data Stored
- Customer Name and Type – Dropdown for classification (SMB, Enterprise, etc.)
- Churn Date – Date the customer left
- Churn Category – Preventable, Unpreventable, Strategic, Unknown
- Primary & Secondary Reason – Dropdowns (Price, Features, Support, Competition, etc.)
- Customer LTV – Lifetime value in currency
- Customer Lifetime – Calculated in years
- Product Used
- Follow-Up Owner and Date
- Follow-Up Actions – Freeform rich-text notes
- Customer Notes – Additional comments, feedback, or summary
- Support Ticket Links – Optional references to linked tickets
- Visual Badges – Displayed for reason and category to improve scanning
Business Use Cases
- Churn Analysis – Understand why customers leave and spot patterns by category or product
- Retention Strategy – Identify preventable churn and trigger follow-up actions
- Product Feedback Loop – Capture feature or support gaps for roadmap prioritization
- Customer LTV Insights – Prioritize high-value customer retention
- Quarterly Reviews – Use in churn dashboards or presentations to leadership
Why This Template is Powerful
- Structured Yet Flexible – Dropdowns, dates, and rich text allow for easy entry and analysis
- Linked Insights – Connects to customer records, product data, and support history
- Visual Badging – Reason and category badges surface insights in dashboards
- Action-Oriented – Built-in follow-up tracking for proactive retention
- Historical Context – Capture both quantitative and qualitative data in one view
This template turns customer churn into a learning opportunity by centralizing data, actions, and insights—empowering teams to retain more and react faster.