A lot of SaaS teams treat churn like it starts when the customer cancels. But from what I’m seeing, the decision usually happens earlier. The customer asks one support question. They don’t fully activate. Usage drops a little. Replies get slower. Then weeks later, they cancel and click “too expensive” or “not using it enough.” The cancellation reason is usually just the receipt. The real churn story is hidden in what happened before. I’m working on a tool that connects support...