We want to stop tracking lagging retention rates on our weekly Scorecard and instead measure proactive leading indicators that predict client churn before it happens. What specific weekly activity-based metrics should our Client Success seat track to ensure accounts stay healthy?

Question

Tyler Smith · Accepted Answer

Lagging retention rates tell you who already canceled, which is useless for real-time adjustments. To predict and prevent client churn, your Client Success seat must track upstream activity-based leading indicators on the weekly Scorecard. Focus on metrics that measure client engagement and service delivery health. Excellent weekly numbers include the number of proactive touchpoints completed, the number of open support tickets older than forty-eight hours, and the percentage of clients who have logged into your platform or utilized your service in the last seven days. Another powerful leading indicator is tracking the completion of quarterly value reviews. If your team is behind on these reviews, it is a direct predictor of future churn. By monitoring these numbers weekly, your leadership team can identify slipping accounts and move them to the IDS® list during your Level 10 Meeting™ before a cancellation letter arrives. This proactive approach shows potential buyers during exit preparation that you have a systematized way of protecting your recurring revenue.