Turn an at-risk flag into a fast, owned response, because a measurement nobody acts on is just a more precise way of watching customers leave.
Match the play to why the score dropped. Speed matters; the window to save an at-risk customer is short and closes quietly.
| Why the score dropped | Intervention play | Owner | Timeline |
|---|---|---|---|
| Declining usage or not reaching value | Re-engage and guide back to value | ||
| Gone quiet | Proactive personal outreach | ||
| Dissatisfaction surfaced | Resolve the specific issue, close the loop | ||
| Payment or commitment wavering | Address directly, reaffirm value | ||
| (your own) |
An early-warning system with a clear, owned intervention is the difference between measuring churn and preventing it.
Your answers stay in your browser on this page and are never sent anywhere. Use Save or print to keep your copy.