Process Library

Customer Offboarding

A clean offboarding that learns from the loss and keeps the relationship warm, because a graceful exit out-refers a clumsy save.

Customer Success 6 steps
When to use

When a customer confirms they are not renewing.

Trigger
Runs when: A customer announces non-renewal

The procedure

6 steps

  1. Acknowledge within four hours with no fight and no defense; just confirm the timeline.
  2. Schedule a 30-minute exit interview framed as learning, not as a save attempt.
  3. Ask three things on the call: what worked, what did not, and what would have changed the decision.
  4. Write the answer to "what would have changed your decision" verbatim and route it to the next product review.
  5. Deliver a clean, friction-free export of their data.
  6. Keep the relationship warm; last impressions become referrals more often than people expect.
Outputs
  • Exit-interview notes
  • One verbatim decision-changing insight routed to product
  • A clean data export delivered
Tools
CRMData exportCalendar
Note: A clean offboarding produces more referrals than a clumsy retention. The customer who leaves you well recommends you later.
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Related searches
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