Run a post-mortem on a customer who churned

A customer just churned and I want an honest post-mortem, not a blame exercise. Paste everything you have: the account history, support tickets, any exit interview or cancellation reason they gave, usage data if you have it, and the last few emails or call notes with them.

Structure the analysis as:
1. Timeline — the 3-5 moments that actually mattered, in order, each in one line (first sign of trouble, escalation point, the moment it became unrecoverable)
2. Stated reason vs. likely real reason — what they told us when they left, and whether the evidence actually supports that or points somewhere else. If the stated reason looks like the real one, say so; don't manufacture a hidden cause for drama
3. Was this savable, and at what point — pick the single latest moment where a different action might have changed the outcome, or say "not savable by point X" if the evidence says so
4. One thing our team did that should be a repeatable playbook step (if anything genuinely went right)
5. One thing to change in how we operate — not "communicate better," something specific and checkable (e.g. "flag accounts with zero logins for 21+ days")

Be willing to conclude "this one wasn't really preventable." Manufacturing a lesson from every loss teaches the wrong things.

Account history / notes:

[paste account history, tickets, notes, exit interview here]