What are the top reasons customers canceled last quarter?

What are the top reasons why customers canceled last quarter?

ChartMogul AI

Primary reasonOften also citedCustomersMRR lost
Missing integrationSalesforce, NetSuite9$5.8k
Price / budgetInfrequent usage11$3.9k
Switched to competitorPrice4$2.6k
Went out of business–5$1.2k
No reason foundInactive 30+ days3$0.7k

32 customers canceled in Q2, worth $14,200 MRR. Two patterns stand out: missing integrations cost you the most revenue – and skewed toward your bigger accounts – while price drove out mostly smaller customers.

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  • A section of a customer profile page for a fictional customer named 'Benchstack'. On the left, two billing systems (Stripe and Quickbooks) are shown with several invoices. They are both connected to the section on the right, which shows the profile for Benchstack in the ChartMogul app. It includes the customer's MRR, ARR, shows subscription related events ('Purchased the Pro plan', 'Upgraded from Pro to Enterprise') and a graphic charting the customer's MRR over time.

    Multiple billing systems

    ChartMogul supports multiple billing systems, whether for different customer groups or during a migration. We automatically connect subscriptions across systems to maintain accurate timelines and smooth MRR reporting for each customer.

  • A flowchart detailing a customer journey. A line comes in at the top, into a box labeled 'Lead'. The line continues into a box labeled 'Free trial', and two events are displayed; a 'Free trial started' and 'Free trial ended' event. Below this, the line splits into two separate scenarios; on the left, a 'Free subscription', highlighting that ChartMogul supports non-paid subscriptions. On the right, the line goes through 'Paid subscription', pointing at a box containing a Pro plan subscription event.

    PLG models

    With the support for free subscriptions and free trials with plans, ChartMogul gives you the full picture of how free trials and free users behave, when they convert, and how they impact your recurring revenue.

  • A section of the fictional customer Benchstack's customer profile in ChartMogul. It displays a smaller box on the left representing data in Stripe, with three invoice items: 'Pro monthly', 'ProServices add-on' and 'Overage charge'. This box connects to the customer profile, which displays a stacked MRR chart with three levels, each color-coded to match the three invoice items in Stripe. Below the chart, the the add-on and overage charge are shown as events in ChartMogul.

    Add-ons & overage fees

    ChartMogul is designed for even the most complex billing setups. Tiered plans, multi-component subscriptions, add-ons, and usage-based overages are all supported by a flexible, subscription data model battle-tested by thousands of SaaS businesses.

  • The data table for a user's MRR as shown in ChartMogul. It has columns for several consecutive months, and rows detailing the different parts that build up the overall MRR, such as 'Contraction MRR' and 'Reactivation MRR'. One row is highlighted; the 'Exchange rate impact', outlining the change in MRR resulting from currency fluctuations. This row is connected to a box slightly behind the table itself, containing the raw textual exchange rate data.

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    Track revenue across multiple currencies, even when customers switch billing currency mid-lifecycle. See how currency movements affect MRR and other metrics, so you can tell true expansion from FX-driven changes.

"Before ChartMogul, we could run an income statement in QuickBooks, but we couldn't truly defend our subscription metrics. Once we normalized our data, ChartMogul gave us recurring revenue clarity down to the dollar. It completely changed how confidently we talk about churn, retention, and growth."

Joseph Kolchinsky, Founder & CEO, OneVision
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ChartMogul’s AI has changed how I run Buffer — I get to the ‘why’ behind our numbers in seconds, without pulling anyone off their work.”

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