Find and save customers about to churn

Goal

Catch at-risk customers before they cancel

For

Customer success and founders

Steps

4

About

120 minutes

4 steps, in order. Sign in to keep track as you go.

1. 1

   Step 1: See how customers use your product in one dashboard

   Turn your product events into active users, top features, and accounts trending down.

   Passes on: Accounts trending down

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2. 2

   Step 2: See if users come back with retention cohorts

   Build cohort tables to see whether people keep coming back.

   Passes on: Where retention is slipping

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3. 3

   Step 3: Score customer health and spot at-risk accounts

   Combine usage, support, and billing into a red, yellow, green score.

   Passes on: A health score per account

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4. 4

   Step 4: Run a weekly review of customers likely to churn

   Give each at-risk account one owner, one save play, and one date.

   Passes on: A save plan for the week

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