Customer & Retention / Customer Health

Monitor customer health scores, identify churn risks, and drive retention strategies.

82

Avg. Health Score
+3 vs last Q
Good overall health

5.2%

Churn Rate
-0.8% vs last Q
Improving retention

94.8%

Retention Rate
+0.8% vs last Q
Loyal customer base

12

At-Risk Accounts
-3 vs last Q
Need immediate action
Health Score Distribution
Customers by health segment
Churn Rate Trend
Monthly churn over last 12 months
At-Risk Accounts
Requiring immediate attention
CustomerHealth ScoreRisk FactorsOwnerLast ActivityAction
Acme Corp42Low usage, no support ticketsAlex Johnson14 days agoEscalate
Atlas Healthcare38Competitor outreach, declined renewalJamie Smith21 days agoExecutive review
Zenith Retail55Feature gaps, support backlogMorgan Chen7 days agoAccount review
Orion SaaS48Budget constraints, delayed paymentTaylor Lee10 days agoPayment follow-up
Portico Finance62Low feature adoptionJordan Rivera5 days agoMonitor
Churn Risk Factors
Top reasons driving churn
Churn Reduction Focus
Proactive Renewal Outreach

Start renewal conversations 90 days before contract end – current only 45% engaged early.

High-Touch for Low Health Scores

Assign dedicated CSMs to bottom 10% of accounts by health score.

Churn Prediction Model

Implement ML model to flag churn risk 60 days in advance – target 80% precision.

Retention Wins
Customer Success Webinars

Quarterly webinars increased feature adoption by 18% among attendees.

Quarterly Business Reviews

Accounts with QBR have 23% lower churn rate.

Loyalty Program Launch

Introduce tiered benefits for customers >12 months – expected to reduce churn by 5%.