Customer Offboarding and Win-Back Process
Part well and keep the door open.
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Design a cancellation and win-back process. Product and why customers leave: [PRODUCT_AND_REASONS]. Contract terms and data policies: [TERMS_AND_DATA]. Win-back opportunities: [WINBACK_IDEAS]. Produce: a cancellation conversation script (80 words) that asks why without pressure; a short exit survey of five questions; an offboarding checklist (data export, access removal timing, final invoice, confirmation message); a decision tree on whether to offer an alternative (pause, downgrade, discount tied to something real) or let go; a win-back sequence at 30, 90, and 180 days (60 to 90 words each) that references what changed; and a tracker. Add rules: honor the decision, never make cancellation hard to do, be clear about data deletion, and comply with consumer cancellation rules [VERIFY in [JURISDICTION]]. Provide the decision tree as a short list of questions with outcomes, the three win-back messages in full, and a tracker with the date, reason for leaving, win-back stage, and result, to learn which reasons are fixable.
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