Categorizing your churn

Auto-categorize your churn

To enable auto-categorization of your churn, navigate to Lifecycle Tracking -> Churn in your Account Settings (or get there via Quick Jump). There, you'll see a handful of options you'll need to configure in order to correctly categorize your churn.

Churn Configuration

Option 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:

  1. via a customer trait (recommended) - 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 isChurned trait in Segment/Mixpanel.

  2. 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 deactivated event when a customer cancels their account.

Option 2 - define conditions that identify churn

Depending on your choice in Step 1, you'll need to select the trait or event that identifies churn here:

  1. via a customer trait - Create a filter on the trait(s) that determine if a customer is churned - e.g. the isChurned trait equals true.

  2. via an event - Select the event sent whenever a customer cancels their account/subscription - e.g. the Account deactivated event.

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 by clicking the switch next in the Data Views section of the UI.