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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