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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

Leading indicators for churn | CS Leadership Office Hours