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What are the leading Indicators of churn that you're looking to Identify?

• Relationship breadth
• Relationship quality
• Engagement (product, community, content)
• Industry / Use Case Fit
• Business Health
• Presence of Competitor
• Product & Support Performance

How are you tracking customer health and risk?

• Mainly built Into tools like Salesforce with custom objects
• Automated aspects Include product-level data and survey responses to a particular contact or account record
• CSMs are Inputting notes from calls and tracking engagement from key stakeholders

How have they changed In the past 60 days?

• Looking at daily trends of data rather than rolling averages to understand very quickly what Industries may be affected
• COVID-Risk assessment to assess the risk within each Industry - then deploying playbooks for each of the Industries
• Executive sponsor outreach has led to productive conversations

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach