Churn Risks
Churn Risks
Identify, analyze, and mitigate customer churn risks before they lead to losses.
Overview
Churn risk detection uses AI to identify accounts that show signs of potential departure. By catching risks early, you can take proactive measures to retain customers and protect revenue.
Risk Dashboard
Access churn risks from the main navigation:
- Click Churn Risks in the sidebar
- View all at-risk accounts
- Filter and sort as needed
Dashboard Metrics
| Metric | Description |
|---|---|
| Total at Risk | Number of accounts with churn risk |
| At-Risk Revenue | MRR in at-risk accounts |
| High Risk | Accounts with >70% churn probability |
| Guarded Revenue | Revenue protected through interventions |
Risk Scores
Each account has a churn probability score (0-100%):
| Score Range | Risk Level | Color |
|---|---|---|
| 0-30% | Low | Green |
| 31-50% | Medium | Yellow |
| 51-70% | High | Orange |
| 71-100% | Critical | Red |
Risk Factors
Churn risks are driven by multiple factors:
Engagement Factors
| Factor | Description |
|---|---|
| Usage Decline | Decreasing product usage |
| Login Drop | Fewer user logins |
| Feature Abandonment | Stopped using key features |
| Support Dependency | Reliance on support vs. self-service |
Communication Factors
| Factor | Description |
|---|---|
| Champion Departure | Loss of internal advocate |
| Response Rate Drop | Decreased email responsiveness |
| Meeting Avoidance | Declining meeting requests |
| Sentiment Decline | Negative communication trends |
Business Factors
| Factor | Description |
|---|---|
| Payment Issues | Late or failed payments |
| Contract Evaluation | Signs of competitive review |
| Downsell History | Previous downgrades |
| Low NPS | Poor satisfaction scores |
External Factors
| Factor | Description |
|---|---|
| Competitor Mentions | References to alternatives |
| Market Changes | Industry disruptions |
| Budget Cuts | Customer budget reductions |
| Leadership Changes | Executive departures |
Risk Detail View
Click any risk to see detailed analysis:
Summary
Quick overview:
- Risk score and level
- Primary risk indicators
- Time at current risk level
- Recommended actions
Contributing Factors
Specific signals contributing to risk:
Risk Score: 78% (Critical)
Contributing Factors:
1. Usage drop - 65% decrease in last 30 days
2. Champion left - John Smith departed 2 weeks ago
3. Support spike - 8 tickets in past week
4. Sentiment decline - Negative emails increased
5. No meetings - Last contact 21 days agoRisk Trajectory
Chart showing risk trend over time:
- Historical risk scores
- Key events overlaid
- Predicted trajectory
Recommended Actions
AI-generated next steps:
Recommended Interventions:
1. Immediate: Schedule check-in with new champion
2. This week: Review product gaps with their team
3. This week: Offer refresher training
4. Next week: Present customer success storyMitigating Risks
Quick Actions
Take immediate steps:
| Action | Purpose |
|---|---|
| Schedule Meeting | Open calendar with customer |
| Send Email | Draft outreach message |
| Create Action | Add follow-up task |
| Escalate | Notify manager |
Risk Mitigation Workflows
Automate response to new risks:
- Go to Settings → Workflows
- Create new workflow
- Set trigger: New high-risk account
- Add steps:
- Notify CSM
- Create action
- Update CRM
- Save and enable
Risk Monitoring
Alert Settings
Get notified of risk changes:
- Go to Settings → Notifications
- Click Churn Risk Alerts
- Configure:
- New critical risk: Immediate
- Risk increase >20%: Daily digest
- Risk decrease after intervention: Weekly
Risk Watch List
Monitor specific accounts:
- Open a risk
- Click Add to Watch List
- Set check-in frequency
- Receive regular status updates
Risk Reports
Portfolio Risk Report
Weekly overview:
- New at-risk accounts
- Resolved risks
- Risk trends
- Guarded revenue updates
Account Risk History
Historical risk data for any account:
- Open account
- Go to Risk History
- See timeline of risk changes
- Export for analysis
Best Practices
Early Detection
- Review risk dashboard daily
- Don’t wait for critical alerts
- Track contributing factors
Intervention Strategy
| Risk Level | Response Time | Action |
|---|---|---|
| Critical | 24 hours | Immediate outreach |
| High | 2-3 days | Schedule check-in |
| Medium | 1 week | Proactive touchpoint |
| Low | 2 weeks | Monitor closely |
Success Tracking
| Metric | Goal |
|---|---|
| Time to intervention | < 48 hours |
| Intervention success rate | > 60% |
| Revenue protected | Track monthly |
Troubleshooting
| Issue | Solution |
|---|---|
| False positive risk | Add context, mark as reviewed |
| Missing risk indicators | Check integration data |
| Can’t access risk data | Verify permissions |
| Risk not decreasing | Review intervention strategy |