Here are the breakdowns of the Signals:
- RISK - at risk of churning
- Action item: If a customer is at-risk, then you should try to proactively save them. Try to figure out if they are happy with your products/services, and figure out how you can offer them more value (through good support, discounts, trainings, and more).
- How we came up with this signal: Relative to your other customers, if a customer has higher than average likelihood to churn and lower engagement, then they are more at-risk of churning.
- OPPORTUNITY - good opportunity to become a power user
- Action item: If a customer is an opportunity, then you should ensure that they get even more value out of your product/service. You should engage them further by helping them better understand and leverage your feature offerings, or upsell/cross-sell them on additional features that can continue benefitting them.
- How we came up with this signal: Relative to your other customers, if a customer has lower than average likelihood to churn, but also has lower engagement and/or lower MRR numbers (compared to your ARPU), then they have the opportunity of becoming more engaged or opportunity of paying more.
- POWER USER - strong prospect for continual nurture and upgrade/upsell
- Action item: If a customer is a power user, then you should continue to nurture them and keep them happy. They are more likely to be open to upsells/cross-sells, so you should keep them updated on new product offerings/improvements to keep them engaged.
- How we came up with this signal: Relative to your other customers, if a customer has a lower than average likelihood to churn, high engagement, and high MRR (they are paying more than your ARPU), then they are currently strong customers — in other words, power users.