Tracking & viewing churn
View these docs to setup churn tracking with your billing system (i.e Stripe, Recurly).
To enable churn tracking, navigate to the Churn section in your Account Settings.
Step 1 - select how churn is tracked
The first question asks you to select how churned customers are identified in your data. There are 2 options:
- via a customer trait - Select this option if you have some 'churn' flag attached to customers as a trait when tracked with your analytics service - e.g. each customer has a
isChurnedtrait in Segment/Mixpanel.
- via an event - Select this option if you send an event when customers cancel their subscription/account - e.g. your analytics service sends a
Account deactivatedevent when a customer cancels their account.
Step 2 - select data that identifies churn
Depending on your choice in Step 1, you'll need to select the trait or event that identifies churn here:
- via a customer trait - Select the trait that flags a customer as churned - e.g. the
- via an event - Select the event sent whenever a customer cancels their account/subscription - e.g. the
Viewing churned accounts
Once an account churns, we move that account out of the default view of accounts so you can better focus your efforts on active accounts. However, you can easily view your churned accounts via the Current accounts link displayed in the Filters section of navigation.