Helping SaaS companies to deliver, grow, and monetize Customer Value with the CSM Operating System.
A huge chunk of churn could be prevented by properly detecting customers at risk. But most CSMs are only looking at the obvious signs - low/no product usage - sudden drops in product usage - low NPS/CSAT - deep red health scores - and non-responsiveness That does not require time, effort, or knowledge. As a consequence, they are caught with their pants down when churn comes from - Supposed Net Promoters - Customers using the product 24/7 - Customers with all-green health scores If you want to detect ALL churn risks you need to focus on the most accurate metric - your customers desired outcomes. That leaves you with only 4 possible scenarios 1. Goals overachieved → No churn risk 2. Goals achieved → Very low churn risk 3. Goals underachieved → High churn risk 4. No information → High churn risk And as you don't want to evaluate it in the retrospective, you need to track your customers' progress at every stage in their lifecycle. PS: Learn more in today’s episode of my weekly newsletter sent to 4.5k+ CS pros → https://lnkd.in/d-YWx9Fb
Associate Director - Yellow AI | Customer Success | Cloud Solutions
9moAbsolutely to the point Markus Rentsch I usually map my accounts against risk and utilization thanks to Ruchi Sarna for introducing this Thanks for reminding Markus Rentsch