Table 44 Sept 2026From “What is customer churn?”

Cross-Functional RACI Governance Matrix

Table 4Cross-Functional RACI Governance Matrix

Churn Management Activity	Customer Success (CSM)	RevOps & Deal Desk	Finance & Billing	Product & Eng	Executive Sponsor / CCO
Involuntary Payment Triage	Informed	Responsible	Accountable	Informed	Informed
At-Risk Telemetry Alerting	Responsible	Accountable	Informed	Informed	Informed
Renewal Contract Execution	Accountable	Responsible	Consulted	Informed	Informed
Discounting & Concession Approval	Consulted	Responsible	Accountable	Informed	Informed
Critical Bug Escalation	Responsible	Informed	Informed	Accountable	Informed
Lost Account Post-Mortem	Responsible	Accountable	Informed	Consulted	Informed
Cohort Survival Reporting	Informed	Responsible	Accountable	Informed	Informed

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Source: Table from this essay. Sources and interpretation are given in the article.

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From the essay

Growth that compounds

What is customer churn?

Customer churn measures account and revenue defection over a defined window. Separate logo churn from revenue churn and voluntary from involuntary loss.

4 Sept 2026

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APA 7

Isoglu, S. (2026). Cross-Functional RACI Governance Matrix [Table]. isoglu.com. https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-churn-fig07/

BibTeX

@misc{isoglu-2026-what-is-customer-churn-fig07,
  author = {Isoglu, Sinan},
  title = {{Cross-Functional RACI Governance Matrix}},
  year = {2026},
  howpublished = {Table 4, isoglu.com},
  url = {https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-churn-fig07/},
  note = {From the essay {What is customer churn?}}
}

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  <figcaption>Table 4: Cross-Functional RACI Governance Matrix. Source: Table from this essay. Sources and interpretation are given in the article. <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-is-customer-churn-fig07/">View exhibit</a>.</figcaption>
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