Commonly Used Reason Codes

Below are some examples of commonly used Reason Codes. Note these are not all inclusive, but serve as a framework or guideline.

Features and Functionality

• (For example) Feature and Functionality 1
• (For example) Feature and Functionality 2

Competitive Threat

• (For example) Competitor 1
• (For example) Competitor 2

Customer Success

• Lack of Training
• End Users Not Adopting
• Manager Not Adopting
• Executive Not Adopting
• No ROI / Value
• No Executive Buy-in 

Sales

• Communication Issues
• Not Aligned with Key Business Objectives
• Missed Expectations / Representation in Sales Process
• Sales Rep Turnover

Engineering

• Integration Challenges
• API Challenges
• System Downtime

Product

• Product Stability & Uptime
• Product Fit
• Bugs
• Business Requirement(s) Gap

Support

• Response Time
• Resolution Time
• High Support Conversation / Ticket Volume
• Problem Not Resolved
• Response Quality
• Recurring Issues

On-boarding

• Requirements Not Met
• Launch Running Behind
• Lack of Internal (Client) Leadership / Ownership
• Opt-out

Education

• Training Video Not Clear
• Knowledge Base Article Error
• Outdated Training Information

Relationship

• Key Sponsor Turnover
• Lack of Key Contact
• Lack of Executive Relationships
• Cancelled / Pushed Meetings
• Too Early in Company Evolution

Business Viability

• Acquisition
• Bankruptcy
• Pivoting Business
• Loss of Budget
• Financial Viability

Billing

• Credit Hold
• Invoicing / Billing Errors
• Invoice(s) Past Due

Professional Services

• Requirements Not Met
• Project Past Due
• Resourcing Issues
• Project Over Budget