1. Why Churn Rate Matters

Churn Rate tells you how many of your customers are leaving. If it’s going up, it means something’s not working — and your revenue and long-term growth could be taking a hit.

Inside GoCSM, we make it easier to track churn risk using real signals: ✅ Login activity ✅ Product adoption ✅ User feedback

If a customer is marked as At Risk, it’s time to act fast.

2. Spot the Warning Signs Early

Customers don’t usually churn overnight — you’ll often see it coming. Look out for:

• Low or no logins

• Poor feature usage

• Negative feedback (low Happiness Level or NPS)

➡️ Action Tip: Check your Health Dashboard weekly. Start with your At Risk customers and follow up directly.

3. Reach Out Before They Cancel

If someone hasn’t logged in for weeks, don’t wait for them to leave.

Try this: Send a quick check-in email, record a short Loom, or pick up the phone.

Sample Message: “Hey [First Name], I noticed you haven’t been logging into [Agency Name]. Anything holding you back? I’d love to help — maybe a quick walkthrough or success call could help you get more out of the platform?”

➡️Action Tip: Call or text them — not just email! Direct human contact goes a long way.

4. Help Users Adopt the Right Features

If someone logs in but doesn’t actually use anything, they won’t stay.

➡️ Action Tip: Use GoCSM’s Product Adoption Pipeline to see what’s being used. Set up "Used Feature" and "Not Used Feature" workflows to invite customers to walkthroughs or success calls.

5. Ask for Feedback (and Act On It)

Low NPS scores and unhappy feedback usually mean a customer is halfway out the door.

➡️ Action Tip: Enable “Request Feedback on Health” inside GoCSM. Then follow up with anyone who gives a low Happiness Level or NPS score — don’t leave it sitting.

6. Offer Personalized Help

Sometimes people just need a little hand-holding.

➡️ Action Tip: For any customer with “At Risk” Health Status, offer a one-on-one Success Call to help them get better results, faster.

7. Win Back Before They Leave

If someone’s about to cancel, give them a reason to stick around.

➡️ Action Tip: Use a GoCSM automation to trigger a win-back email when someone clicks "Cancel Subscription". Remind them they still have unused CSM hours, strategy sessions, or special offers available.

8. Next Steps: What You Can Do Today

1. Go to your GoCSM Dashboard and check the Churn and Health sections

2. Follow up with At Risk customers

3. Turn on workflows for onboarding, adoption, and feedback

4. Offer walkthroughs, training calls, or a quick win-back session

📩 Need help? Book a Retention Strategy Call with our team.