The customer left in month fourteen. The reason was set in week three.

Exit interviews explain the trigger, not the cause. Most of what decides a renewal is already in place long before anyone thinks about renewing.

By Steve 5 min read
Abstract bridge artwork for The customer left in month fourteen. The reason was set in week three.

When an account cancels after fourteen months, the reason recorded is almost always the reason given at the moment of cancellation: a budget review, a new head of procurement, a service failure in the previous quarter, a competitor’s approach. All of those are real events. None of them explains why the same events land on other accounts and nothing happens. Budget reviews happen everywhere. Procurement changes hands everywhere. Service failures happen to good suppliers. What varies is whether the account has anything to set against them. That stock of evidence,…

Keep reading for free

Create an account to read the rest.

The whole library is free. No card, no subscription, no trial that quietly ends. An account simply lets us know who we are writing for, and opens every article from here on.

  • Every article, in full, at no cost
  • New articles published every weekday
  • Takes about twenty seconds
Create a free account I already have one

Free means free. We will not charge you for the library, and you can read as much of it as you like.

Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

More on Operations

Scroll to Top