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RECAP

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