Learn the top reasons that customers churn and how you can proactively work to prevent it and increase upsell.

1. 12
REASONS CUSTOMERS
AND HOW YOU CAN PREVENT IT
CHURN

2. 1What to look out for: Decrease in usage or
inactivity after sign up
What you can do: Review their goals set with
your product and guide them throughout the
onboarding/adoption phases so they aren’t left to
their own devices early on.
THEY DON’T SEE ROI

3. 2
SLOW IMPLEMENTATION
What to look out for: Accounts not fully set up
What you can do: Establish an internal customer
journey map and use it to help guide users
through the optimal adoption plan and notify you
when a customer has stalled.

4. 3
LOSS OF KEY USERS
What to look out for: Decline in interaction with
advocate
What you can do: Offer switchover training for
new users and make sure you know more than
one person on the team. Maintain high-level
visibility to keep management onboard.

5. 4
POOR UTILIZATION
What to look out for: Low usage or usage drop,
user engagement is stagnant
What you can do: Make sure you have clear
parameters that help identify when a customer
has “poor adoption/utilization” and set up training
to guide these accounts to value.

6. 5
NO RECOGNIZED VALUE
What to look out for: Number of support
tickets, question value of investment
What you can do: Help benchmark your
accounts’ engagement over time so they can see
where they are improving. Show statistics that
demonstrate the impact of their investment.

7. 6
LACK OF FEATURES
What to look out for: Feature requests or
feedback from users
What you can do: Reach out to source feature
requests and monitor usage within different
modules so you can ask for feedback that you can
share with the product team.

8. 7
NEW MANAGEMENT
What to look out for: Information about
management change
What you can do: Proactive call to introduce self
and solution to new management and offer
training.

9. 8
PRODUCT ISSUES
What to look for: Increase in support tickets or
calls for help
What you can do: Be knowledgeable,
empathetic, and offer solutions/alternatives in a
timely fashion. Then make sure to tell your
development team to fix the bugs.

10. 9
CHANGE IN NEEDS
What to look for: Requests for advanced features
or lower fee structure
What you can do: Share this feedback internally
and see if there might be options to scale up or
down on the product. Communication is key.

11. 01
NOT A FIT
What to look for: Customer’s understanding/
expectations of your product are not accurate
What you can do: Participate in the tail end of
sales discussions and offer a clear path for
implementation/onboarding to set clear
expectations.

12. 11
THE PEOPLE FACTOR
What to look for: Customers not clicking with
team during onboarding.
What you can do: Quickly evaluate who would be
the best fit on an account so you can align the
right CSM with a customer. Alignments can be
made based on past experience, personality, etc.

13. 21
CUSTOMER ACQUIRED
What to look for: Information about company
acquisition
What you can do: Ask your contacts to make
introductions to their new counterparts. Just
because they are standardized on a different
solution doesn’t mean that can’t change.