End of Life
Products reach the end of their lifecycle for a number of reasons, including product obsolescence, security issues, new software releases, market demands, and technology innovation. Phasing can include: End of Life Announcement, End of Sale, End of Engineering, End of Support, and End of Life. The key is an orderly exit such as to retain customers and move them to new offerings.
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Entry Criteria:
Market or competitive conditions may trigger the need to sunset an existing offering. Typically, the Product team initiates process. Appropriate Offering team builds out plan.
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Exit Criteria:
Offering team demonstrates consideration and inclusion/exclusion of appropriate checklist items. Appropriate Leadership team approves.
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Key Planning Deliverable:
Sunset Strategy
End of Life Schedule
Establishing an end of life schedule is important because it sets clear timelines for when our offering will stop receiving updates or support. This helps customers plan ahead, migrate to newer solutions, and avoid risks, while allowing us to focus resources on current, more valuable products.
Communications Plans
Developing internal and external communication plans during our offering’s end of life is important to ensure clarity, trust, and alignment. Internally, our teams stay informed and prepared to support customers. Externally, customers receive clear guidance on timelines, migration options, and next steps, reducing confusion, frustration, and potential loss of loyalty.
Migrations/Retention Campaigns
These are important initiatives during an offering’s end of life because they help to guide our customers to newer solutions and reduce churn. These campaigns build trust, ensure smooth transitions, and highlight product value. They help us to retain customers, protect revenue, and maintain strong relationships while supporting business continuity and customer satisfaction.
