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Join waitlistSOP-006: Churn Prevention and Early Warning System
209 words · ~1 min read
Purpose
Systematically identify and prevent customer churn before it happens.
Health Score Components (0-100)
Product Usage (40 points)
Login frequency (0-10)
Core feature usage (0-10)
Transaction volume trend (0-10)
Integration adoption (0-10)
Support Interactions (20 points)
Ticket volume trend (0-10)
CSAT scores (0-10)
Business Signals (20 points)
Payment history (0-10)
NPS response (0-10)
Engagement (20 points)
Email open rate (0-10)
Event/webinar attendance (0-10)
Alert Thresholds
Green (70-100): Healthy — standard engagement
Yellow (50-69): At-risk — proactive outreach within 48 hours
Red (0-49): Critical — executive intervention within 24 hours
Playbook by Risk Level
Yellow Playbook
Automated email: "How can we help you get more value?"
CSM call within 48 hours
Identify and address blockers
Schedule QBR if >$500 MRR
Red Playbook
Executive call within 24 hours
On-site visit if local
Escalation to product team
Custom retention offer if justified
Exit interview preparation if unrecoverable
Monthly Churn Review
Analyze churn reasons by category
Update health score model
Review playbook effectiveness
Share learnings with product team