How do we spot churn risk before renewal?
Most churn is decided months before renewal. The signs were in the data.
- Churn surprises us.
- What's a health score?
- When should we act?
Build a simple health score from product usage, support tickets, survey scores and relationship signals such as champion changes. Alert customer success when scores drop, and start renewal conversations at least 90 days out. Ask leaving customers why and record reasons. Review churned accounts quarterly to improve the score.
Health score inputs
| Signal | Warning sign |
|---|---|
| Usage | Declining logins or key actions |
| Support | Rising or unresolved tickets |
| Champion | Left the company |
| Survey | Low scores |
| Billing | Failed payments, downgrade requests |
How we look at it at ShoutEx
We build health scores in your CRM from product and support data.
- Renewal talks at the last minute.
- Gut-feel health.
- Missing champion changes.
- No exit reasons.
- Data-based score.
- Early alerts.
- 90-day renewal start.
- Exit reasons recorded.
What operators and researchers say
Here is what operators say.
Community summaries describe recurring themes in public threads, not individual posts. Vendor pages describe vendor claims, so test them on your own calls.
Read next
Go deeper in the ShoutEx guides, or check the sources behind this answer.
We'll build health scores from your data.
Book a call →Follow-up questions
Do we need a CS platform?
Not at first; the CRM can hold scores.
How often to review scores?
Weekly for at-risk accounts.
Can AI predict churn?
It can help, once you have enough history.