I’ve been struggling with churn for a couple of months now and finally have some time to dedicate to talking to my customers. I am planning on talking to as many as possible of my most successful customers to try and understand what it is which keeps them coming back over and over again. The main reason people seem to cancel is that they stopped using the product (https://getcorrello.com). I’m hoping to start improving things by finding out what makes people keep using it then try to work out how to take others down that same path.
Any thoughts or resources for that very welcome. My main interest is to make sure I get the most out of conversations with these successful customers to understand what makes them keep using the software.