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Customer Churn Tracker

A Practical Tracker to Reduce Customer Churn

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High churn rates often signal gaps in product value, user experience, or support, and tackling them head-on is essential for building a thriving business. Here, we’ll outline a few easy steps to understand why customers churn and the metrics to help reduce it, all organized in a Notion workspace for seamless tracking.

Why Churn Matters

Imagine you’re bringing in 10 new customers a week. Sounds great, right? But if 15 customers are leaving each month, your efforts are barely keeping up. By reducing churn, you can maximize each customer’s lifetime value and spend less on acquiring new ones, focusing instead on creating a loyal user base.

Key Metrics to Keep an Eye On

Tracking specific metrics can help you pinpoint churn causes. Here are the essentials:

Churn Rate: The percentage of customers who leave within a set period.
DAU (Daily Active Users): Tracks daily product engagement.
MAU (Monthly Active Users): Total monthly users, reflecting broader engagement trends.
MRR (Monthly Recurring Revenue): Shows revenue from active subscriptions—any dip here signals lost customers.
NPS (Net Promoter Score): Customer loyalty measure based on willingness to recommend your product.
CSAT (Customer Satisfaction Score): Gauges how happy customers are with your service.

Keeping these metrics organized in a simple dashboard can help you spot shifts early, allowing you to make adjustments before churn becomes a trend.

Setting Up a Churn-Tracking Dashboard in Notion

1. Monthly Churn Tracker‍

This tracker captures churn month by month, helping you see if more customers are leaving over time or if retention strategies are working.

2. Customer Feedback Form

‍Create a quick feedback survey to understand why users are leaving. Simple questions like “What could we improve?” or “What made you decide to leave?” give insight into common issues. Use tools like Typeform or Google Forms for this and embed the form directly into Notion for easy access. Reviewing feedback regularly helps reveal if certain issues or missing features are driving churn.

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3. Customer Health Dashboard

‍The Customer Health Dashboard helps you see which customers are engaged and which might be close to leaving, allowing you to reach out proactively. Review this dashboard weekly to catch any customers with low engagement or frequent support issues, and consider reaching out with offers or support to re-engage them.

4. Monthly Metrics Tracker

The Monthly Metrics Tracker lets you view engagement trends and how they might impact churn over time. Seeing metrics like DAU (Daily Active Users) and MRR (Monthly Recurring Revenue) in one place helps you spot early signs of churn.

5/ Feature Engagement Tracker

Not all features are equally valuable, and tracking feature engagement lets you see which parts of your product users value most. Low usage on core features might indicate user confusion or lack of interest, which could lead to churn.

If a key feature appears under Low Usage, it might need improvement or a tutorial for users. Highlight underused features in emails or product updates to help customers discover more value.

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Frequently asked questions

What is a Notion template?

A Notion template is any publicly shared page in Notion that can be duplicated. They allow you to duplicate other workflows and systems that you want to use.

How to duplicate a template?

After your purchase, you will receive a template link. Open the link, then click on duplicate on the top right corner, then choose the workspace you'd like to duplicate into. If you're logged out or don't have a Notion account, you'll be prompted to sign in or create one first.

Do I need to pay for Notion to use a template?

No. You will just need a free account plan in Notion to use a template.

How do DAU and MAU help predict churn?

DAU and MAU reveal engagement levels. If active users are declining, it may signal that users are finding less value in the product, which can lead to higher churn.

What’s the benefit of a Customer Health Dashboard?

The Customer Health Dashboard lets you identify at-risk customers and act quickly to re-engage them before they churn, helping to reduce overall loss.

Why is tracking feature engagement useful for retention?

By seeing which features are most and least used, you can understand what users find valuable, guiding product improvements and marketing that highlight underused features.

How can the Monthly Metrics Tracker improve retention?

By comparing engagement and revenue metrics monthly, you can detect patterns between low engagement and high churn, allowing you to focus on re-engagement.

What should I do if churn spikes suddenly?

Investigate recent changes, reach out to recently churned users for feedback, and address any issues directly. This proactive approach can prevent further losses.