It’s a good idea to do 3rd party churn-lost customer calls from time to time. Why? Because customers aren’t telling you the whole truth. There are reasons they don’t want to continue, and they don’t want you to sell them or take extraordinary efforts to resolve an issue that’s still not going to make a big difference in the long run.
Even still, it’s critical that we get to those truths so that we can learn and grow.
