Challenges in customer success and how to overcome them

Which contact is about to churn? Which one I could cross- or upsell? Shortly: Which contact should I contact first/ concentrate on?

To answer this/ these question/s companies like us have built dashboards to predict churn and the potential for cross- and upselling.

With the dashboard of easy_CSM you are able to concentrate on customers having a negative Health Score first where the risk to churn is mostly higher than for others. To improve and secure this we are trying to implement as much key performance indicators(KPIs) as possible and are offering a possibility to give them a weightage. Overall, this results is an individual for your needs calculated Health Score

Based on this Health Score, customer success managers can filter their customers and contact customers with a

  • Negative health score first to prevent churn
  • Positive health score to gain them for e.g. a marketing success story

(Predefined or) on your own defined recommended actions will help them to overcome these challenges.