Churn Classification
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Churn Classification

Submit the churn classification when closing an account. Account and product details are pre-filled from the ChurnZero task link. Primary Classification is required - Secondary Cause and Contributing Factors are optional.

Account Information
SUBMITTED BY *
Please select who is submitting this classification.
Primary Classification

The necessary cause - if this problem had not existed, would the customer have renewed? Anchor your choice to the customer's own words in the formal notice, Gong call, or BCK note.

Step 1 of 3 - Category
This field is required.
Step 2 of 3 - Reason
This field is required.
Step 3 of 3 - Detail Code
This field is required.

A second significant factor that would have caused serious damage even without the primary. If it only amplifies the primary rather than standing on its own, use Contributing Factors instead.

Secondary Cause (optional)
Step 1 of 3 - Category
Step 2 of 3 - Reason
Step 3 of 3 - Detail Code
Contributing Factors (optional)

Everything visible in the account history but not autonomous enough to be a standalone reason. Use to add depth and granularity when relevant - up to two per product.

Contributing Factor 1
Category
Reason
Detail Code
Contributing Factor 2
Category
Reason
Detail Code
Extended Information
This field is required.
✓
Classification submitted successfully.

You can now close the task in ChurnZero.

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Deadline exceeded

The deadline to submit a CM correction has passed (more than 13 days since churn notice). Please contact your team lead.

Taxonomy Quick Reference
View full taxonomy →
Billing
ReasonDetail Codes
Company ChangeBilling Entity Change
Consistent Billing IssuesMotorK Invoicing
Product
ReasonDetail Codes
UndeliveredOnboarding Too Slow, Go-Live Beyond Agreed Timeline
Lack of IntegrationsIntegration Failure, Data Migration Errors, Competitor: Native System Integration, 3rd Party Failure
Product Feature Not WorkingFeature Gap, Poor UX / Usability, Competitor: Better Product
Lack of TrainingInsufficient Training
Overall Product Performance IssueBug / Instability, Performance / Speed, No ROI Demonstrated, Mobile App Issues, Product Unavailability / Downtime
Cross-Product ImpactCross-Product Dissatisfaction Spillover, Add-on Churned Due to Main Product Churn
Deprecated MotorK ProductProduct Deprecated, Forced Migration (Legacy)
Contractual Changes
ReasonDetail Codes
Company ClosureDealer Closed, POS Closure
Product ChangeRe-contractualization
Dealership Network ExitMarket / Regulatory
Service DiscontinueDealer Discontinued Product Line
Company AcquisitionM&A / Ownership Change
Agreements
ReasonDetail Codes
Natural Closure - MotorK IssueContract Inflexibility, SLA Breach
Natural Closure - Customer IssueCustomer Regulatory Constraint, Customer Insolvency / Financial Distress
No Tacit RenewalNon-recurring Product
Customer Relationship
ReasonDetail Codes
Sales SupportCSM Not Proactive, No QBR / Business Review, Stakeholder Not Managed, Renewal Handled Too Late, High CSM Turnover, No Post-Sale Follow-Up
Support IssuesSlow Support Response, Issue Not Resolved, Competitor: Better Support / Service
Pricing & Value
ReasonDetail Codes
PricingPrice Too High vs ROI, Hidden Costs / Unexpected Add-Ons, Usage Too Low to Justify Cost, Competitor: Better Price, Discount Withdrawn, Price Increase
Mis-Sell / Expectation GapOversold Expectations, Wrong Product Sold, Use Case Mismatch
HQ & External Decisions
ReasonDetail Codes
HQ DecisionGroup / Owner Decision, OEM Mandate, Genuine Budget Cut
Voluntary DownsizingLess Rooftops Needed, Less Licenses Needed