The Customer Success Pro Podcast How to Identify At-Risk Customers and Save Them
Apr 16, 2025
Discover how to spot the telltale signs of customer churn. Learn to debunk common myths surrounding customer retention. Explore proactive strategies for engaging at-risk clients before it's too late. The discussion emphasizes a five-step framework for identifying those in danger of leaving. You’ll also uncover effective communication tactics and how to create a robust churn prevention playbook to retain valued customers. Tune in for practical advice that could transform your customer success strategies!
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Myths About Customer Churn
- Customer churn rarely happens suddenly; there are almost always early signs to spot.
- Viewing churn as a company-wide responsibility, not just a customer success issue, shifts the approach from blame to proactive prevention.
Be Proactive, Not Reactive
- Implement a proactive churn prevention strategy based on early risk identification.
- Avoid relying on lagging indicators like waiting for usage drops or customer escalations, which come too late to act effectively.
Define At-Risk Customers
- Define what 'at risk' means uniquely for your company and product.
- Build a simple risk profile checklist using key indicators like health score, usage, onboarding milestones, and support tickets.