Leading indicators for churn | CS Leadership Office Hours

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This is a podcast episode titled, Leading indicators for churn | CS Leadership Office Hours. The summary for this episode is: <p>--<br>If you'd like to join CS Leadership Office Hours, sign up here:<br><a href="https://tiny.cc/csofficehours">https://tiny.cc/csofficehours</a><br>--<br><br>What are the leading Indicators of churn that you're looking to Identify? &nbsp;</p><ul><li>Relationship breadth</li><li>Relationship quality</li><li>Engagement (product, community, content)</li><li>Industry / Use Case Fit</li><li>Business Health</li><li>Presence of Competitor</li><li>Product &amp; Support Performance</li></ul><p>How are you tracking customer health and risk? &nbsp;</p><ul><li>Mainly built Into tools like Salesforce with custom objects</li><li>Automated aspects Include product-level data and survey responses to a particular contact or account record</li><li>CSMs are Inputting notes from calls and tracking engagement from key stakeholders</li></ul><p>How have they changed In the past 60 days?</p><ul><li>Looking at daily trends of data rather than rolling averages to understand very quickly what Industries may be affected</li><li>COVID-Risk assessment to assess the risk within each Industry - then deploying playbooks for each of the Industries</li><li>Executive sponsor outreach has led to productive conversations</li></ul><p><br>--<br>This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/">https://customerimperative.com/</a><br><br>Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/">https://www.linkedin.com/in/jaynathan/</a><br>Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach">https://www.linkedin.com/in/jeffreybreunsbach</a></p>

DESCRIPTION

--
If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours
--

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


--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach