Why users leave
Users leave quietly. Surveys get polite answers. Without understanding real exit reasons, retention initiatives become random feature work.
The problem
Churn rises or engagement flatlines after initial use. The team adds features hoping something sticks. CAC payback stretches because retained revenue does not grow.
How I investigate it
I combine exit interviews, usage patterns, cohort analysis and journey review to find the moments users disengage — and whether the cause is value, complexity, or alternatives.
Expected business outcome
Targeted retention levers — not a laundry list — with expected impact on churn or repeat usage.
Particularly valuable when growth has stalled after an initial spike or when enterprise accounts downgrade silently.
Related content
Something is not working. Let's find out what.
A direct conversation about your product, the symptoms you see, and whether an investigation would be worth it. No pitch deck.