Churn Signal Analyzer

Churn detection happens too late when signals are scattered across multiple systems (competitor research, product usage, engagement, support history). The breakthrough insight: 70% of churned accounts had visited competitor profiles on G2 in the 60 days before cancellation—but this signal was invisible to the CS team. By aggregating G2 competitive intent data (customers literally evaluating alternatives), product usage patterns, engagement metrics, and support history into a single risk score, CSMs can intervene 4-8 weeks earlier than traditional reactive monitoring. The specificity of G2 intent data—a customer actively shopping, not a proxy or inference—transforms the conversation from "you're at risk" to "I see you're evaluating alternatives, let's talk about what's driving that."

Step 1: Query G2 MCP for competitive intent data to identify customers browsing competitor profiles in past 30 days. Step 2: Aggregate engagement signals including product login frequency, feature adoption, CSM email/meeting engagement, open support tickets, and days since last touchpoint. Step 3: Calculate weighted composite risk score for each account, bucketing into High Risk (immediate intervention), Medium Risk (outreach within 2 weeks), or Healthy (no action). Step 4: Generate weekly digest with personalized action plans, outreach messaging, and talking points tailored to detected signals for High and Medium Risk accounts.

Surfaces churn risk 4-8 weeks earlier than traditional monitoring. CSMs gain confidence in renewal conversations by referencing specific customer signals. Shifts CS motion from reactive firefighting to proactive prevention. Provides CS leadership consistent, data-driven portfolio health view.

Risk scores are explainable with signal breakdown visible to CSMs. Each signal weighted by historical correlation with churn. Weekly digest formatted for immediate CSM action rather than reporting-only format.

Requires live access to G2 MCP and Buyer Intent Dashboard. Effectiveness depends on signal availability and historical churn correlation data. Works best for CSMs managing 20+ accounts.