Track engagement, usage, and sentiment to identify at-risk customers before they churn so you can intervene early with targeted outreach.
Healthy customers renew. At-risk customers go quiet, stop using features, and skip meetings. Customer health monitoring tracks leading indicators login frequency, feature adoption, support tickets, payment issues to spot problems before cancellation notices arrive. A health score combines these signals into a single metric that triggers intervention. Red accounts get executive attention. Yellow accounts get proactive check-ins. Green accounts get expansion offers. This chapter shows you how to define health metrics that matter, build scoring systems that predict churn, and create intervention workflows that save at-risk accounts.
All in one CRM with marketing, sales and service, strong when you want one system that teams adopt.
Customer.io sends targeted messages across email, SMS, and push notifications triggered by user behaviour and product data for SaaS companies.
Collaborative design for interfaces and assets excellent for landing pages, ads, and prototypes when marketing and design need alignment.
Make renewing frictionless and proactive so customers don't have to think about it whilst you spot risks early enough to address them.
Most churn happens in the first 90 days when customers don't see value fast enough. Strong onboarding proves value early. Feedback loops surface problems before they become cancellations. Health monitoring spots at-risk accounts. Make retention systematic, not reactive.
See playbookCombine usage, engagement, and satisfaction signals into one metric that predicts churn risk so customer success teams prioritise accounts needing intervention.
Track how customers interact with your product to identify power users, detect at-risk accounts, and guide feature development toward actually valuable capabilities.
Measure the percentage of customers who stop paying to identify retention problems and calculate the true cost of growth in subscription businesses.
Calculate what percentage of customers renew subscriptions to measure product-market fit and customer success effectiveness at delivering ongoing value.
Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.
