Can you share examples of successful strategies for turning around at-risk customers?

When we think about turning around at-risk Customers, the first step is to create categories that allow you to run plays against the risk. This seems obvious but often teams get paranoid and worried... and worry is not actionable. Throw into the mix that it is 2023, and it feels like so many more customers than usual are at-risk.

Likely you think a customer is at-risk because usage has dropped off. The best defense against this is early intervention; have their priorities changed? Their strategies? You need to get to the root cause of the drop off. Implementing a Customer Success Platform early and thoroughly will help you have visibility into your customer base. Without a CSP you will not have time to act.

In 2023, decreasing budgets and layoffs are causing churn left and right. Often the best defense about churn is actually focusing on logo retention vs dollar retention. Everyone is running on tighter budgets so it is a win to keep the account so that in better times it can grow back as hiring and budgets bounce back.