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Comparative Churn Archetype Matrix
| Dimension | Voluntary Churn | Involuntary Churn | Contraction Churn | Strategic Offboarding |
|---|---|---|---|---|
| Primary Driver | Dissatisfaction or champion loss | Payment processing failure | License over-provisioning | Vendor-driven pruning |
| Detection Horizon | 60 to 180 days (telemetry) | Immediate at billing cycle | 30 days prior to renewal | Scheduled proactively |
| Typical Share of Churn | 60% to 75% | 15% to 30% | 10% to 25% | 1% to 5% |
| Remediation Cost | High (\$5,000–\$25,000 per account) | Very low (\$50–\$500 automated) | Moderate (\$1,000–\$5,000) | Zero (margin positive) |
| Recovery Probability | Low to moderate (20%–40%) | Very high (60%–85%) | Moderate (30%–50%) | Not applicable (permanent) |
| Primary Owner | Customer Success & Product | RevOps & Billing Systems | Account Management | Executive Leadership & Finance |
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Reference & Evidence
Source: Table from this essay. Sources and interpretation are given in the article.
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