Determine What At-Risk Means And How To Monitor For It

The first step of establishing a renewal process is defining the leading indicators of risk within your customer base. They could include:

  • Change of an executive sponsor
  • The number of support tickets opened
  • A drop in usage of your product or key features
  • Negative survey responses or low NPS/CSAT
  • Missed onboarding, adoption, or lifecycle milestones

An excellent tool for assessing risk is your customer success platform’s health scorecard. Some examples of measures we see commonly included in scorecards are:

  • Engagement frequency, including executive engagement
  • Product usage or license utilization
  • Support tickets (number of opened tickets and priority)
  • Customer sentiment (e.g. NPS, CSAT)
  • CSM assessment