Preparing your team for a churn risk assessment week
What to gather before an assessment so the first workshop day is spent on judgement, not hunting for files.
A churn risk assessment moves faster when the homework is ready. Aim to assemble materials one week before kickoff so facilitators spend session time on interpretation rather than archaeology.
Collect anonymised cohort summaries for the past six months, broken by acquisition channel if you have them. Include cancellation category tallies and a sample of free-text notes. Add a short timeline of releases, pricing tests, and major support incidents — memory fades and the timeline restores context.
Invite the people who live closest to the problem: a product owner, a customer success lead, and someone who can explain how events are named. Too large a room slows honesty; too small a room misses friction that only support hears.
Decide in advance what you will not change during the assessment window. Pausing experiments reduces noise. If a campaign must continue, note it on the timeline so rising or falling retention signals are not misread.
Finally, set a decision date after the walkthrough. Assessments that end without a calendar commitment often become reports on a shelf. Book the follow-up while the room is still aligned.