Best Practices for Handling Churn and Downsells in Salesforce

·Dec 10, 2025 09:03 PM·

Hi everyone!, What is your advice on best practices for handling churns and downsells in #Salesforce. How do you typically track them, and how should they relate to renewal opportunities?

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5 comments

· Sorted by Oldest

Manuel H.
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Have a “renewed ARR” field that then can be used to calculate the churn amount against the “Eligible renewal ARR” field. Churns would be a closed lost of the renewal opp, which can easily be reported on.
Karen C.
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ok perfect, no need of a different Opportunity type
Andréa F.
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I don't recommend Churn as an Opportunity Type
Andréa F.
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Instead, Close Lost the Renewal and track the ARR updates as described by Manuel H.
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Marylou Tyler
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Churns & downsells aren't results — they're signals. Audit them like a black-box recorder, map where context drifted, and feed those insights directly into your renewal motions. That’s how you prevent or mitigate future churns/downsells.
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Manuel H.
·
·
Have a “renewed ARR” field that then can be used to calculate the churn amount against the “Eligible renewal ARR” field. Churns would be a closed lost of the renewal opp, which can easily be reported on.
Karen C.
·
·
ok perfect, no need of a different Opportunity type
Andréa F.
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I don't recommend Churn as an Opportunity Type
Andréa F.
·
·
Instead, Close Lost the Renewal and track the ARR updates as described by Manuel H.
👍1
Marylou Tyler
·
·
Churns & downsells aren't results — they're signals. Audit them like a black-box recorder, map where context drifted, and feed those insights directly into your renewal motions. That’s how you prevent or mitigate future churns/downsells.
🔥1

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