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