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User's Challenge

「I want to reduce the churn rate of B2B SaaS」

We provide a customer management SaaS, and our monthly churn rate is as high as 5%. Many cancellations occur within 3 months of implementation, and we believe there are issues with onboarding. We want to review our customer success structure.

Selected Approach

Onboarding Journey Redesign Framework

プロセス改善 / カスタマーサクセス

Visualize customer experience over the first 3 months of implementation and identify churn points to optimize CS intervention timing.

For the specific issue of "cancellations within 3 months of implementation," it is ideal for identifying bottlenecks chronologically.

Other Candidates:Churn Factor Analysis and Improvement Priority Decision Sheet·CS Touch Model Optimization Framework
01

Identify current customer touchpoints

List all touchpoints with customers (emails, meetings, system notifications, etc.) during the first 3 months from implementation and visualize the current state.

Identify current customer touchpoints - Canvas

AI Insight

Key findings from this step

02

Evaluate touchpoints on a 2-axis map

Organize each touchpoint identified in Step 1 on a 2-axis map of "customer burden" and "contribution to implementation success," and visualize improvement priorities.

Evaluate touchpoints on a 2-axis map - Canvas

AI Insight

Key findings from this step

03

Develop improvement actions

For high-priority touchpoints, design specific CS intervention methods that directly lead to churn prevention.

Develop improvement actions - Canvas

AI Insight

Key findings from this step

04

Define 90-day success metrics

Set specific indicators and metrics for what constitutes "success" at each phase through day 90 from implementation.

Define 90-day success metrics - Canvas

AI Insight

Key findings from this step

Summary and Next Steps

IT & TechnologyMarketingStrategy & PlanningSMB (31-300 employees)
1/16/2026

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