Write A Churn Postmortem
Use 5 Whys to write a churn postmortem that identifies a preventable root cause and owner.
A customer cancels and says the product lacked SSO. Use 5 Whys to move from stated reason to controllable root cause without turning the review into blame. Stopping at “missing feature” creates a dead end: Product either builds it someday or the team learns nothing about qualification, promises, and fit. Before Churn reason: Missing SSO. Action: Tell Product. After Root cause: Security-mandated segment entered pipeline without SSO fit gate. Owner: RevOps. Metric: 100% security checklist completion before proposal. Why 1 Why did they cancel? They could not deploy without SSO. This is still the customer-facing reason, not root cause. Why…
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