Customer Churn Analysis and Prevention

Most companies learn why customers churn after they've already left.

The typical churn analysis happens in exit surveys and post-mortem reviews, when it's far too late to save the account. Customer success teams know that early warning signals exist, but they're scattered across too many systems to monitor effectively.

A customer might mention frustration in a support ticket, give a lukewarm NPS score, reduce their product usage, and reference a competitor in a call with their CSM. Each signal is visible to someone, but nobody sees the complete picture until the non-renewal notice arrives.

Traditional customer health scores rely on product usage data, which catches some problems but misses the qualitative signals that often matter more. A customer can be highly active in your product while simultaneously evaluating competitors. Usage metrics won't tell you that; their words will.

The cost of reactive churn management is enormous. Acquiring a new customer costs 5-7x more than retaining an existing one. And the accounts you lose are often the ones you could have saved if only you'd known in time.