How to Setup your Lost / Downgrade Types

How to Setup your Lost / Downgrade Types

Understanding and managing lost or downgrade reasons is crucial for gaining insights into why customers are churning or reducing their engagement with your product or service. By systematically tracking and analysing these reasons, you can identify patterns, address underlying issues, and implement strategies to improve customer retention and satisfaction. 

In this guide, you will learn how to effectively manage lost and downgrade reasons, helping you to understand customer behaviours and take proactive steps to minimise churn and enhance your offerings.

Getting Started with your Lost / Downgrade Types:

To start managing your Expansion Types, navigate to “Settings,” and select “Customers”, and then select “Lost / Downgrade Types”.

When first accessing this section, you will have our default Lost / Downgrade Types:

• Downgrade
• Churn

From this point, you can either add new Lost / Downgrade types or customise the existing ones.

To add a new Lost / Downgrade Type, click the "Add New Downgrade Type" button in the top right corner. A pop-up window will appear, allowing you to add your new Lost / Downgrade type. This will add the new type to the bottom of your list. 

To manage your lost / downgrade types, you can edit or delete them as needed.

• Selecting the edit tool will provide a pop up to customise the lost / downgrade type.
• Selecting the delete tool will remove this specific lost / download type from your settings.