FactoryWhere the number lives / Customer success and retention
Customer success and retention
You learn a customer is unhappy when they stop ordering, and renewal dates live where the people who could act on them never look.
Renewal or retention rate. Agreed in writing, before anything is built.
What this looks like from the inside.
If three or more of these are true, there is almost certainly a number here worth chasing.
- 01Renewals are worked in the last two weeks and lost in the first ten.
- 02A customer buys one thing from you and three more from somebody else, and nobody has listed which.
- 03Accounts go dormant on a predictable rhythm that is visible in the order history and read by no one.
- 04The installed base exists complete only in one person's spreadsheet.
- 05Churn is explained after the fact, never predicted before it.
The number we would agree first.
Renewal or retention rate on contracts due in the period, warranty excluded, computed on the resolved customer book. Or revenue per existing account, trailing twelve months.
Both are computed from records you already hold, and both are felt directly by the person who owns the account.
A reorder prediction on one export of your order history: which accounts are due this month, and which have quietly gone elsewhere.
7 plays that move it.
Each is built from the same nine patterns and reads the same memory. The first is priced as a pilot. Every one after it runs on a memory that already exists.
- RetainChurn early warning
- RetainRenewal and AMC engines
- RetainDormant account win-back
- RetainCustomer reorder prediction
- RetainCross-sell and next best offer
- RetainConsumables and spares pull-through
- RetainCustomer health model
A number in this function we have already moved.
Success story / Industrial distributionTwo hundred customers stopped ordering and nobody noticed.
Reorder rhythms were entirely visible in the order history. Nobody was reading them, because the sales team called on their own rhythm instead.
Read the success story