ChurnScore factors are the foundation for ChurnScores. You get to define what makes a customer healthy by using any of the following elements.
Account Attributes describe the nature of an account. While these fields will be organization-specific, there are some fields that may greatly contribute to customer health. For example, you may have a Customer Sentiment or Customer Fit attribute assigned to all of your accounts.
Adding Activities to your ChurnScore allows you to take into account your interactions with your customers as a potential Churn factor.
Number of Activities Logged- This is just an aggregate of all tasks assigned to an account
Most Recent Activities Logged- Days from Today- this will calculate the score based on the last time a task was logged (i.e the last time this account had a task logged was 15 days ago)
These are the actions that your customers are taking in your system. This factor is a common choice to include in ChurnScores, as usage of your product is indicative of a customer's likelihood to renew.
When using Application Events as a ChurnScore factor, you will have a few different options for how it should be calculated. To understand exactly how all of these work, let's use the example of "Export" as our Event. An "Export" Event is fired to ChurnZero each time a user triggers an export from the system; the total number of records exported is included on each Event, in the Quantity field. So, for example, triggering an export of 1,500 records would result in a single "Export" Event with a Quantity of 1,500.
- Event Instances - Number of instances of "Export" Event being triggered in a date range.
- Ex: If - across the entire account - there were 5 exports in the last 30 days, this would result in a value of 5 for this factor type.
- Event Instances - Per User - Number of "Export" Events in a date range divided by the number of users that could have done an export (i.e. the account's License Count).
- Ex: If there were 5 exports in the last 30 days and the account had 5 user licenses, this would result in a value of 1 for this factor type.
- Event Quantities - Sum - Total number of records exported across all "Export" Events in a date range.
- Ex: If there were 2 exports of 1,500 records each, this would result in a value of 3,000 for this factor type.
- Event Quantities- Most Recent - The number of records exported during the account's most recent "Export" Event in the date range.
- Ex: If there was an export of 400 records, followed by a second export of 600 records, this would result in a value of 600 for this factor type.
- Active Days - Event - Set a minimum number of events for a given time frame and filter for contacts who met that criteria
- License Utilization - Event - Percent of purchased licenses/seats that triggered the designated event(s) in a date range. Can also specify a minimum number of events to meet criteria
If you have a team of 5, and they all sent out an email blast to 10 people, the number of event instances would be 5, while the Event Quantity would be 10 each (or 50 total)
Custom Table- Number of Records
Using Custom Tables allows you to calculate a ChurnScore based on the number of records an Account has. For example, you may want to include the number of Zendesk tickets an account has created as a ChurnScore Factor. Custom tables are unique to every organization, so think creatively about how you may be able to leverage these in your ChurnScores!
The pace at which customers can progress through their Journeys can be an important factor when it comes to Success. For example, a customer stuck in a particular stage in onboarding can throw up red flags when it comes to renewal. Monitor customer health by their status in a journey (On Track, Behind, or Stuck).
Messages can measure engagement with a customer. Whether that message is sent manually, as part of a play, or with any of our mail integrations, it is useful to include these customer interactions as part of your ChurnScore. This can be measured in one of two ways:
Number of Messages Sent- This is just an aggregate of all messages sent to an account
Most Recent Message Sent- Days from Today- this will calculate the score based on the last time a message was sent (i.e the last time this account received a message was 15 days ago)
Segment factors are a good option for any information you can't otherwise add as a ChurnScore factor. For example, you might have a highly specific Segment created that indicates that a customer is in danger of churning.
Usage Metrics are statistics around your customers' usage of your product.
- License Utilization- # of Active Contacts/# of Licenses (Contacts that have any usage over the past 30 days are considered an Active Contact)
- Time Spent In App- How many minutes have been tracked for an Account within your Application
- Active Days- The amount of Days ChurnZero has sensed usage for an Account within your Application
- Active Contacts- The number of active contacts in an account
- Tenure (Days)-How long an account has been a customer
Choose which Success Insights we should be looking at when assessing this factor, as well as how many points this factor is worth. Customers will receive points for this factor only if they are marked as "Not High Risk" in the selected Success Insight. If multiple Success Insights are selected, they will receive points if they are marked as Not High Risk in any of the selected Success Insights.
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