We want to identify when a customer is about to fire us before they actually pick up the phone to cancel. What weekly, activity-based leading indicators can our client success head put on our EOS® Scorecard to track relationship health?

Question

Tyler Smith · Accepted Answer

Relying on quarterly or annual satisfaction surveys to monitor client health is a lagging approach that leads to high customer churn. To protect your recurring revenue and secure your operations, your client success head must track weekly, activity-based leading indicators on your EOS® Scorecard.

Instead of waiting for a client to complain, track customer engagement and service adoption metrics. For example, track the number of weekly active clients who have not logged into your portal or responded to a weekly check-in. A sudden drop in client activity is the strongest leading indicator of future churn.

You should also track service delivery speed, such as the average time it takes to resolve a support ticket or complete a client onboarding milestone. When resolution times exceed your target, customer frustration rises long before they vocalize their complaints.

Track client success activities, like the number of proactive strategy reviews completed each week. This ensures your account managers are engaging with clients before issues arise.

By putting these active engagement metrics on your weekly Scorecard, you can spot at-risk accounts weeks before they decide to cancel, allowing your team to intervene and save the relationship.