Review unresolved issues, declining engagement, missed milestones, stakeholder changes, and renewal timing. Do not treat one weak signal as a verdict.
Add context
Record conversations, commitments, health evidence, and unknowns. Keep hypotheses separate from customer facts.
Assign a response
Choose a helpful check-in, recovery step, enablement action, or leadership review. The account owner decides the message.
Combine signals with timing
Missed milestones mean something different near renewal than during a seasonal pause. Compare goals, usage, support issues, stakeholder changes, and commitments. One login drop is a prompt to investigate, not a churn verdict.
Choose a helpful intervention
A blocked milestone may need enablement or dependency review. A stakeholder change may need a new decision-process check. Record evidence, unknowns, action, owner, and date. Avoid unapproved promises. Run a retention risk signal review for a small cohort and distinguish observed behavior from an inferred risk label. Check recent support history, usage change, unresolved outcomes, and renewal context with the account owner.
Select one safe intervention with a measurable follow-up date. Do not imply churn intent from a single signal; record uncertainty and return the account to review when new evidence arrives.
