Identifying and Managing At-Risk Customers to Prevent Churn

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical skill of identifying customer churn signs and implementing strategies to prevent it. She debunks common myths about churn, emphasizes the importance of proactive engagement, and outlines a five-step framework for recognizing at-risk customers. The episode provides actionable insights for customer success managers to enhance their strategies and improve customer retention.

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Chapters:
00:00 Introduction
02:50 Myths About Customer Churn
05:54 Proactive Strategies for Churn Prevention
09:10 Identifying Early Warning Signs of Churn
11:50 Five Key Indicators of At-Risk Customers
15:09 Engagement and Communication Strategies
20:49 Building a Churn Prevention Playbook
24:12 Validating Customer Risk
27:00 Executing the Save Playbook
29:50 Final Thoughts and Weekly Challenge

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