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• Customer call with Acme Corp
• Onboarding friction mentioned again
• They want better search
• Pricing discussion — need to revisit Q2
• Follow up with CS team re: ticket backlog
• Board deck due Friday — include churn data
Customer: Is there a way to undo? I accidentally deleted everything
Agent: Unfortunately there's no undo yet. Let me restore it manually...
Q: How was your onboarding experience?
A: Honestly it was pretty confusing. I didn't know where to start and the tutorial just disappeared after the first step...
I ended up watching a YouTube video to figure it out. My team lead said the same thing.
Q: What would have helped?
A: A checklist or something. Like just tell me the 5 things I need to...
another customer asking about the same onboarding issue. this is the 5th one this week
yeah we keep hearing this. should we prioritize it? cc @product
just pulled the numbers — 68% drop-off at step 2
Re: Can't complete setup
Hi, I've been stuck on step 2 of onboarding for 20 min. The “Next” button doesn't seem to do anything. I've tried Chrome and Safari. This is really frustrating...
SELECT reason, COUNT(*) as cnt, ROUND(AVG(tenure_days)) as avg_tenure FROM cancellations WHERE cancel_date > '2025-12-01' AND plan_type = 'pro' GROUP BY reason ORDER BY cnt DESC LIMIT 10;
follow up on onboarding complaints?? check NPS from Q4 — is churn related?? ask engineering about step 2 bug
URGENT — board wants churn root cause by Friday
competitor launched guided onboarding — we need to match this ASAP
schedule user testing sessions for new flow?
SELECT step, users, LAG(users) OVER (ORDER BY step) FROM onboarding_funnel WHERE cohort = '2026-01';
SELECT reason, COUNT(*) FROM cancellations GROUP BY reason
check NPS from Q4 — is churn related??
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Improve onboarding conversion by simplifying signup flow. Users report friction during account creation.
Improve onboarding conversion by adding OAuth (Google/Microsoft). 6 of 12 enterprise interview subjects abandoned during password creation. This contradicts NPS data showing setup speed isn't mentioned — suggests silent churn. Projected +12% conversion based on Segment A/B test.
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What's the top churn signal?
Onboarding confusion appears in 12 of 16 sources. Users describe “not knowing where to start” [Interview #3, NPS]
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