Workflows that catch churn early
Widening gaps, quiet relationships, support spikes and departed champions – evidence to help you decide whether to act, investigate or wait.
Monday-Morning Account Triage Playbook 2026
Your best customers show you what good looks like. Every Monday, this play compares each account in a segment with that benchmark, ranks what each gap is worth, caps the list at what your team can run, and puts the week's moves on the account records in your CRM: close a gap, grow the upside, or leave it alone with the reason noted.
Renewal-Risk Radar Playbook 2026
Renewals go best when the account already looks like your customers who renewed. From 90 days out, this play compares every renewing account with them each week – usage and revenue – checks the records, and puts one move on the account in your CRM: an expansion look, a value review, a save plan with the CSM – or no move, with the reason noted.
Churn-Risk Save Playbook 2026
Your customers who renewed show you what steady use looks like. This play checks every account against that benchmark each week, catches the ones drifting further away while the gap is still worth closing, and puts the move on the account in your CRM: a save conversation, a re-engagement sequence your team chose to automate – or no move, with the reason noted.
Champion Departure Early-Warning Playbook 2026
Your best accounts rest on more than one person: several active users and a senior sponsor. Each week this play counts relationships for every account in a segment against that benchmark, with the champion's silence and job-change data as evidence, and puts one move on the account in your CRM: a second-contact ask, a sponsor intro, a successor welcome – or no move.
Support-Signal Escalation Playbook 2026
Fix a bad week fast and keep the account informed. When tickets spike, this play compares the account's support load and usage with your successful customers, then splits the response: a reordered queue and a note for contained problems, or the CSM and support lead on one plan, on the account record in your CRM.
Customer Layoffs Counter-Play 2026
When a customer cuts staff, the goal is to keep the logo and an expansion path for when they rehire. Layoff news starts this play; the check compares seats and usage with the account's pre-news level and your successful customers. Real impact gets a right-size-and-retain offer and a revised forecast on the CRM record; no impact yet gets no move and a 30-day recheck.
New Executive, New Rules Playbook 2026
A new executive who owns your budget line is a chance at a second sponsor. Your best accounts make their value easy to see from the top. This play checks each account with a new exec against that benchmark and puts one move on the account in your CRM: a briefing in the exec's terms, a refreshed value summary – or no move, with the reason noted.
The NPS Autopsy Playbook 2026
Ask when an account crosses a line against the benchmark, not on a calendar: users well past it get the advocacy question, accounts where a gap is opening get a friction question, new accounts that reached their first goal get a value check. Each answer is read against usage, and the pairing puts a move on the CRM record – or no move, with the reason noted.
Docs Intent Signals Playbook 2026
A team reading your API reference is telling you what it wants to build. This play turns docs reads from identified accounts into evidence the weekly check reads beside usage against your benchmark, and puts the move on the account in your CRM: an expansion note for the AE, a help offer for the job they're reading about – or no move, with the reason noted.
Every playbook, one download
All 32 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.