churn-risk-analysis

Overview

Based on "Customer Success" by Mehta, Steinman & Murphy, churn rarely happens by surprise. The signals appear weeks or months before a customer cancels - they just go unread. This skill structures those signals into a scored risk model and prescribes specific interventions for each risk tier.

The core insight: churn is a lagging indicator. The leading indicators are low usage, missing stakeholders, unresolved complaints, and strategic misalignment. Act on those, not the cancellation notice.

Workflow

Step 1: Score the account across six risk dimensions

Rate each dimension 1 (healthy) to 3 (at risk):