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What are the best ways to get ahead of potential churn, to see the signs and stop it from happening?

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3 Answers
Scaling a Customer Success Team
  1. Jessica Broderick
    Jessica Broderick

    Ashby Global Head of Solutions Engineering • 3y

    The first step to knowing if a client is at risk of churning is to identify the potential warning signs: Lack of Engagement Client Turnover Service/Support Issues Economic Climate Poor Performance Low CSAT/NPS Scores Once you understand what to look for you can better assess risk within any given account and create an action plan to get things back on track. I've found the most impactful element to avoiding churn from the onset is to create strong executive relationships with clients. This allow ...Read More

    2,180 Views
  2. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 3y

    There are many signals of potential churn; at scale, that's the inherent problem with data points; there are so many. Nothing replaces speaking to your customers regularly and digging into what's happening in their environment. Yet as a guide, you could look at the signals/question below, put a score against each and create a simple weighted risk or engagement score against each customer to identify where you need to focus, i.e. healthy vs at risk. There are CS tools out there to optimise this, ...Read More

    1,493 Views
  3. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 3y

    There are some great articles on churn out there so I am going to share a few of my favourites. From Markus Rentsch on my favourite gurus on Customer Success; https://remark-able.at/reduce-churn-more-effectively-and-efficiently/ From Greg Daines one of the industry experts on churn; https://www.churnrx.com/copy-of-latest-research Customer Churn primarily because of poor on boarding, do not achieve their desired outcomes, too long and / or too difficult to obtain value and a low level of engageme ...Read More

    194 Views

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