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Post-Sales Alliance
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The churn signal checker

Churn rarely arrives as a surprise. Check one account against the five early signals the first live panel named, and see what to ask for each one you spot.

  1. Signal 1 of 5Activity without value

    The account is busy, but is anything moving toward what they bought it for?

    Logins and usage look healthy, but nothing in those sessions is getting closer to the outcome. Most health scores miss this one.

    Named by Erin Felton, FeltonGTM

  2. Signal 2 of 5A shift in tone

    Have their questions moved from "how do I" to "why doesn't this"?

    Customers change how they talk before they stop talking. It shows up in tickets, emails and call notes long before a survey.

    Named by Anderson Campbell, Intellum

  3. Signal 3 of 5Silence

    Have the people who used to reply stopped replying, or stopped coming to calls?

    A customer who complains still cares enough to try. One who skips the check-in, or sends someone junior, may already be looking elsewhere.

    Named by Alison Bukowski, Point of Reference

  4. Signal 4 of 5Single-user heroics

    Does nearly all the usage trace back to one person?

    Everything looks fine while they are there, and the account collapses the week they leave or change roles.

    Named by Anderson Campbell, Intellum

  5. Signal 5 of 5Nobody else knows they bought it

    Do fewer than three people at the account know what you do and why it was bought?

    The panel's rule of thumb: at least three contacts at every account who could explain what you do. One or two is a narrow base for a renewal.

    Named by The panel

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