How To Use Churn Assassin To Make CSM Reports

Churn Assassin offers the flexibility to download and export various types of data, allowing CSMs to build comprehensive reports that highlight key aspects of their work. These reports can then be tailored to fit reporting requirements for upper management. Good reporting helps CSM teams show the value of their efforts in customer retention, highlight the status of at-risk accounts, and provide a clear picture of the overall health of the customer base.
Here’s how this data can be leveraged to create meaningful reports:

Churn Predictions and Renewal Probability Scores 

Churn Assassin’s predictive capabilities are crucial for CSMs, as they allow the team to focus on the most critical accounts. By including renewal probability scores in their reports, CSMs can provide executives with a clear view of which customers are at the highest risk of churning. This information allows leadership to understand where resources are being allocated and which accounts require immediate attention. Further, churn scores can be compared over time, helping to show the value of interventions.
Example: A report could show that, out of 500 customers, 30% are at high risk of churn. With the data at hand, the CSM team can more easily break down their strategy for engaging these accounts, offering a clear plan of action for management to review.

Customer Activity Tracking 

CSMs often need to demonstrate how customer engagement has changed over time. While many teams have access to product metrics from Mix Panel, Pendo, or some other platform, Churn Assassin collects highly specific data on customer behavior focused on account health and sensitivity to account cancellation. Rather than ask CSMs to interpret generalized product data, Churn Assassin narrows the focus to the specific needs and concerns of CSM teams.
When building a report for executives, CSMs can include this behavioral data to show how their interventions have impacted customer activity. For example, an uptick in account health score following targeted customer outreach could demonstrate the success of a CSM’s efforts.

Tracking Renewal Efforts and Outcomes

CSMs are responsible for managing account renewals, a task that requires a systematic approach. Churn Assassin can alert CSMs up to 6 months in advance of an adverse customer effect. Additionally, Churn Assassin can track when contracts are due for renewal, alerting CSMs to potential opportunities or risks. Including this renewal tracking data in reports allows CSMs to highlight their proactive efforts in securing renewals.
Reports can break down renewal success rates, upsell opportunities, and even provide a forecast of potential revenue retention. This level of detail is invaluable to executives and board members, as it provides a clear link between CSM activities and the company's financial health.

Reporting on CSM Playbook Execution

Many CSM teams rely on standardized playbooks to guide their interactions with customers. By tracking notes, task completions, and outcomes in Churn Assassin, CSMs can report on the effectiveness of their playbook strategies. This information is crucial for management, as it helps validate the playbook’s approach and allows for adjustments where necessary.
For example, a report might show that a particular playbook for high-risk accounts resulted in a 20% improvement in customer retention, demonstrating the effectiveness of specific interventions.

Real-Time Insights

Churn Assassin offers real time insights that allow CSMs to quickly visualize key metrics. These dashboards can be a powerful tool for real-time reporting, enabling CSMs to give management a live view of customer health and churn risk. The ability to customize these dashboards means that CSMs can tailor them to reflect the specific KPIs that matter most to their organization, whether it’s churn reduction, customer satisfaction, or net revenue retention (NRR).

Using Data to Improve the CSM Process 

One of the most important aspects of using Churn Assassin is that it provides data not only for reporting but also for continuous improvement. By analyzing the data collected over time, CSMs can identify trends and patterns that may not be immediately obvious. For example, a recurring drop in engagement following a product update could signal a need for additional customer education or support.
Reports can include recommendations based on this analysis, helping executives understand the root causes of churn and how the CSM team plans to address them moving forward. This proactive approach demonstrates to leadership that the CSM team isn’t just reacting to churn but is actively working to prevent it by refining their processes.

The Benefits for Management and Boards

For management and board members, these reports offer valuable insights into the effectiveness of the CSM team’s efforts. They provide a clear picture of how resources are being used, where the most significant churn risks lie, and what actions are being taken to mitigate those risks. This level of transparency is crucial for making informed decisions about future investments in customer success, product development, and other strategic initiatives.
Moreover, these reports offer a data-driven way to measure the CSM team’s impact on key business metrics, such as customer retention, revenue growth, and overall customer satisfaction. By presenting these insights in a clear and structured format, CSMs can ensure that their work is recognized and supported at the highest levels of the organization.
In conclusion, Churn Assassin provides CSMs with a robust set of tools to manage their customer relationships effectively. By leveraging the platform’s data export and reporting capabilities, CSMs can create compelling reports that showcase their efforts, highlight the success of their strategies, and provide actionable insights to management and executives. These reports not only demonstrate the value of the CSM team but also offer a roadmap for continuous improvement in customer retention and growth.