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Overviewing list of churned users

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Ran Cohen

09 Dec, 2018 03:32 PM

Hi,

Is there a way for me to see the list of users who are considered as 'Churn' for a given month?

Best,

Ran

1. Support Staff 1 Posted by Meghan Turner on 10 Dec, 2018 04:35 PM

   

   Hi Ran,

   While we have reports for churn totals over custom date ranges available in the Analytics section under the Activity menu, we don't have a report that lists churned customers. We'd like to add that feature in the future, but to find that information now, you'll need to look at your cancellations and plan changes during the previous month.

   Canceled customers who were subscribed to a paid plan are counted as churns. The cancellations report can be found here (Customers>Recently Canceled>use the advanced search to specify a date range and paid plans).

   On plan changes, only customers who switched from paid plans to free plan are counted as churns. To find that, you can take a look at your Hooked Activity log and specify plan change events in the advanced search, then analyze those results to see which customers switched to free plans.

   Let me know if you have any other questions!

   Meghan

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2. 2 Posted by Ran Cohen on 11 Dec, 2018 02:17 PM

   

   Hi Meghan,

   Many thanks for the info,
   So as far as I understand there is a list of all plan changes, including
   changes from free to paying. and for assuming the churn I'll need to step
   into each and each event to extract?
   Is there a way to download the list into CSV somehow?
   The thing is that we have mismatches between churns reported in our CRM and
   the final Cheddar results, and we are trying to figure it out.

   On another subject, do you happen to know if there is a progress with Mike
   & Isracard ?

   Best,

   Ran

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3. Support Staff 3 Posted by Meghan Turner on 11 Dec, 2018 08:25 PM

   

   Hi Ran,

   I think Mike has a call set up with Isracard tomorrow! We'll let you know how it goes.

   So as far as I understand there is a list of all plan changes, including changes from free to paying. and for assuming the churn I'll need to step into each and each event to extract?

   Yes, that's correct. The hooked activity report does not have a download option, which makes analysis a bit more difficult. As a possible alternative, I see that your system has a custom hook enabled for plan change events. Is there any chance you're recording plan changes somewhere outside of Cheddar when you receive one of these hooks? Or is your system just using it to execute updates in your application?

   Just out of curiosity, do you know how your CRM calculates churn? It's possible that we use different calculation methods. If I know how your CRM does it, I can help you compare and contrast.

   Meghan

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4. 4 Posted by Ran Cohen on 12 Dec, 2018 01:15 PM

   

   Hi Meghan,

   Thanks for the updates. I'm looking forward to seeing how it went.

   We track plan changes, however, we do not use it for several functions
   rather than calculating churn :-( we can adjust it for the future however
   I'm trying to figure out November churns since we have a mismatch.
   As far as our CRM, we are basically counting triggers from our system
   rather than directly from Cheddar this is why I'm trying to figure out the
   mismatch.

   No worry though, I've managed to generate elsewhere.

   Best,
   Ran

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5. Meghan Turner closed this discussion on 07 Mar, 2019 04:41 PM.