The Scenario
Your biggest client just cancelled their R50k/month contract. The sales team blames the product being buggy. The product team blames CS for poor training. The CEO wants a blameless post-mortem (Churn Autopsy) by tomorrow.
The Brief
Create a Churn Autopsy report. Invent the timeline of failure (from onboarding issues, to support tickets, to the final cancellation call) and identify the true root causes.
Deliverables
- A timeline of the client lifecycle highlighting 3 major "failure points" over the last year
- An analysis of the Root Cause (e.g., misalignment during sales, a critical bug, or lack of adoption)
- 3 Actionable Recommendations for the broader business to prevent this specific churn reason in the future (one for Sales, one for Product, one for CS)
Submission Guidance
A blameless post-mortem focuses on systems, not people. Do not write "John in sales lied." Write "The sales qualification checklist does not mandate verifying API compatibility, leading to a mismatched expectation."
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.