Walk the First-Value Cliff
Use lifecycle-stage evidence to locate the first-value breakdown in a churning cohort.
The scene A 38-account cohort is slipping before renewal is even in view. Week-two onboarding attendance looked healthy, but by week seven active workflow completion is down, support tickets about setup are up, and the executive sponsor has not attended the last two value reviews. You can only chase one branch first, and the wrong branch will waste a week. The framework Journey fail-point diagnosis Trace the customer path in order: promise, setup, first repeated use, proof of value, then renewal confidence. Diagnose the first broken step, not the loudest late symptom. Shortcut to avoid Jumping straight from churn to…
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