CUSTOMER RETENTION · Workflow idea
Bring recent product activity, customer feedback, and support history together to identify accounts that may need attention. Give customer success a clear rationale and a proposed next step, with personal outreach held for review.
01 / The starting point
Recent customer activity, feedback, and support history
“Assess the available customer signals against the retention criteria your team has chosen. Explain the evidence and uncertainty, then prepare an appropriate follow-up for a person to review.”
02 / The work
Combines recent activity, feedback, and support context to help customer success prioritize accounts and organize possible interventions.
Review available login recency, feature activity, seat use, customer feedback, and recent support history for each account.
Apply the team’s chosen thresholds and explain which available signals support the assessment.
Show gaps or inconsistent records instead of treating incomplete information as a reliable risk signal.
Separate accounts that meet the review threshold from those that do not, and make the basis for prioritization clear.
Draft a customer-appropriate message based on the account context without sending it automatically.
After a person decides what is appropriate, record the agreed owner, follow-up task, meeting plan, and outcome.
03 / The result
A customer-level risk assessment with its supporting signals, a suggested follow-up, and a record of the team’s decision.
Sales · Example outcome
A customer-level risk assessment with its supporting signals, a suggested follow-up, and a record of the team’s decision.
A risk score is a prioritization aid, not a prediction of a customer’s intentions. Check data quality and context; do not contact a customer or schedule a meeting until a team member reviews and approves the next step.
04 / Make it yours
A few choices shape the work around your team.
Confirm which activity, feedback, and support details may be used for retention review, and limit access to the people who need them.
Set the signals, thresholds, time windows, and confidence expectations your team will use; do not infer intent from a score alone.
Name customer success reviewers and require a human decision before a message is sent, a meeting is scheduled, or an intervention is assigned.
Decide where to keep the assessment rationale, reviewer, approved next step, and intervention outcome.
Keep exploring
A task guide for proposed messages for customers who have not recently interacted, with privacy, accuracy, rights, and human approval built in.