Struggling with churn and forecasting? Learn how top CS leaders tackle the three biggest blockers to customer success forecasting—churn, health scoring mistakes, and team alignment—for more accurate, data-driven results.
Churn is not uniform – understand the three types
Customers churn for different reasons at different points in their lifecycle. Early-stage churn is often due to unmet expectations, while late-stage churn comes from a lack of expansion. Understanding and addressing these phases can drastically improve retention.
Health scoring: don't rely on satisfaction alone
Relying on customer satisfaction alone for health scores such as NPS can be misleading. Instead, focus on early indicators like deployment, engagement, adoption, and ROI (DEAR framework) to predict risk and take action before serious issues arise.
Orchestration across teams is critical for success
Effective customer success forecasting requires clear orchestration across teams. Aligning customer success, sales, and support roles with defined ownership ensures better collaboration, stronger risk management, and more accurate forecasting.
