Article · 9 min read

Did your customer champion leave? Use this five-step playbook to reduce churn risk

Emily Nesterick · ChurnZero Free Intermediate

The single most common cause of a surprise churn, handled step by step, including the 48 hour window for reaching the new contact and the 'you, we, me' meeting structure.

  • When a customer champion leaves, there is a 51 percent chance the account churns within 12 months.
  • 65 percent of accounts that see an executive change do not renew their SaaS contract.
  • Acting inside the first 48 hours makes that customer 33 percent more likely to renew.
  • Only about half of customer success teams have a play for a key contact leaving.
Open on churnzero.com ↗

It answers 3 questions

  1. My champion at a big account just left. What do I do?
  2. A big account has gone quiet and I think they are going to churn. What do I actually do?
  3. How do I build a renewal and expansion process that runs without me in every deal?

Read with it

  1. The most complete breakdown of what goes into a health score: which four to six categories to weight, how to segment scores by... Gainsight Article · 12 min read Customer Health Score Explained: Metrics, Models and Tools Gainsight
  2. Shows what a productised CS play looks like when written down for a whole team: a named motion, tied to a product stage, with... The GitLab Handbook Article · reference Customer Success Playbooks The GitLab Handbook
  3. The ten strategies are sequenced the way you would actually run a churn programme: instrument, classify reasons, segment by... Chargebee Article · 14 min read Best Proven Strategies To Reduce Customer Churn Nupura Ughade and Arijit Bose
  4. Written in a real downturn, so the save tactics are the practical ones: payment deferrals, pause instead of cancel, temporary... Chargebee Article · 8 min read Customer Success Strategies to Tackle COVID Successfully Smuruthi Kesavan
  5. A real public company's internal renewal process, published rather than described. You can copy the structure instead of... The GitLab Handbook Article · reference Customer Renewal Tracking The GitLab Handbook
  6. A three-step forecasting framework plus the honest list of what breaks it (cross-team data gaps, non-recurring revenue, scale).... ChurnZero Article · 10 min read A data-driven framework for customer success renewals forecasting Chris Pilbeam
eChai Partner Brands The partnership →