Technical Dashboard

This week we have introduced our new functionality within the Churned tool, the technical dashboard.
Churned provides your CSM team with a platform that taps into all the customer data.
Get a 360-degree visibility into every customer profile. Stop spending time trying to connect the dots between thousands of data points across different IT systems. Start proactively building long-lasting relationships with customers. Utilize Churned to collect, structure and analyze all real-time customer data in one place.

After listening to our current customers we decided that this had to be the next unique feature of the Churned-tool to help our clients understand their customer even better.

The Technical dashboard brings with it a vast array of opportunities for managers and strategic decision makers. It will be possible to run in-depth segment-level analysis over various product and customer related KPI’s. Also the technical dashboard presents the opportunity to compare the data over time. Not only will you be able to see what actions helped you prevent churn at the time. It will also become clear what changes in product impacted different segments over-time.
So whether you represent a SaaS, an e-commerce or B2C subscription company, this new functionality will be a possibility for you to get ahead of competition by truly understanding your customers and your product at the same time. This will be possible due to a massive amount of data points that have been collected and tested by us. So that you can understand the amount of impact it has on your customers.

Do you want to be prepared on what customers will do and use resources within your company more thoughtfully? Keep on reading to get to know the unique possibilities of the technical dashboard.
The new Customer Success Technical dashboard helps you to make customer success simple, effective, and customer-centric to win customers for life and drive profitable growth for your business.

Preventing churn with the Technical Dashboard.

A high churn rate can negatively impact your monthly revenue and it is a strong indicator that your product or service is not up to standards. There is no question about it, churn can flip your business upside down, if you let it. Understanding how to predict churn can help you foresee and prevent potential losses. Churn prediction means being able to detect if and which customer is likely to choose a cheaper pack and/or cancel the subscription. Being able to take a step ahead of customers who are about to cancel using the right tool, you would be able to proactively retain more customers.

With the newly added technical dashboard, it becomes possible to see how churn and the reasons for churn differ over time. This is crucial for an organization because it allows analyzing which changes in product functionalities have had an impact. And we go one step further by making it possible to analyze the impact over time by segment. But well, how is this relevant?

Well, imagine that as a company you have made a series of changes to your product. But after this change, your customers start churning. Unfortunately, your updates were not well received by the customer base. So the decision is made to roll back these changes, but what happens, a new group of customers turns away. What now, could this have been prevented and what do you do with this information?

Don't wait any longer! With the Technical dashboard, it will be possible to see specifically which changes to the product actually affected the customers who turned away. But it will also be possible to see which customers actually liked the changes and were positively affected in terms of churn probabilities.

The overriding benefit for your organization? All this information is automatically processed by our Churned engine. So no major efforts are needed to obtain this information! The expressions given are all ready to be used by you and your team!

Making strategic decisions with data

To remain competitive and survive, organizations must make decisions that will maximize short-term results and minimize long-term risks. Strategic decision-making uncovers the future possibilities for a company and those options that can be implemented to achieve success

A second option that will be available due to the technical dashboard is long-term strategic decision making. By comparing segments that are churning and looking at the trends overtime, it will become possible for the marketing team to uncover where to spend their money.

Imagine that you have two groups of customers: Group X and Group Y. Group X always churns during the summer, but Group Y stays loyal to your business at that time. Without the right tools, it can be difficult to know how to allocate your marketing budget and customer success efforts in a way that maximizes their impact.

However, with the functionalities of the Churned technical dashboard, it becomes possible to tailor your expenses and efforts to different segments within your client base. For example, you might discover that Group Y responds better to a discount offered via email at 10am, while Group X prefers a recommendation via a phone call in the afternoon. With this information, you can adjust your strategy to better serve each group and prevent churn.

The Churned technical dashboard not only provides real-time insights into customer behavior, but also displays the effectiveness of your customer success efforts. This makes it possible to implement a tailored strategy for each customer segment, maximizing the value of your marketing budget and customer success efforts
A massive benefit of this is that, as a company, it will be possible to make rationalized budget decisions because the needs and pains of the different segments is uncovered.
Furthermore, an extension of the Customer lifetime will be realized, this will lead to more income from a single customer. Also, when a company has been a customer for an extended period, the opportunities of upsell will arise and the changes of them succeeding will also grow.

Uncover oppertunities

Another important aspect the technical dashboard triggers is the ability to spot opportunities. Namely, it is possible to see which segments are making certain purchases and through which channels this spending has been and through which channels this spending is likely to come. For this reason, it is possible to plan marketing expenses at the right moments.

By doing so, your revenue will also be positively impacted due to the fact that the right actions are being executed at the right time.

For CS Teams

The new addition to our software makes it easier for customer success (CS) teams to set up and distribute tasks to team members. In addition to being able to analyze customers in real-time, it is now also possible to do this across a customer's history. CS teams can use the different properties of customers, such as value or high touch/low touch, to distribute tasks accordingly.

• Ability to split and align segments towards different cs team members based on high touch/low touch, value, etc.

Many companies serve a diverse range of clients, and it is likely that these clients have a variety of properties. One common property among clients is the value they represent. A single business-to-business (B2B) client may be worth millions of euros. It is therefore important to track the behavior of these clients over time in order to understand their current state and how it may change in the future. This can help companies to better serve their clients and maintain strong relationships with them.

The ability to differentiate between high touch and low touch clients and understand the actions that led to a shift between these categories is valuable for companies and can inform strategic decisions. The technical dashboard enables this analysis, allowing directors of customer success to quickly review these segments and assign them to appropriate CS teams. This is a powerful feature that can have a significant impact on a company's strategy.

• Possibility to strategize on monetary spendings and team actions.

The technical dashboard offers the opportunity to make long-term strategic decisions by providing insights into the impact of different decisions on common churn drivers. This information can be used by CS teams, as well as product and marketing teams, to work on solutions to address these drivers in a coordinated manner. By being able to see which actions had a positive impact on churn drivers, it is possible to focus on continuing these efforts with customers who have similar characteristics.

The ability to segment customers by location is also valuable, particularly for global organizations where churn drivers may vary by country and culture. This allows for customisation to meet the needs of specific regions.

The technical dashboard can also be used to make strategic budget decisions by analyzing trends and determining the budget needed to deploy certain marketing actions or support the CS team. By being able to see the actions taken by the CS team and their impact on revenue, it becomes easier to accurately allocate budget to support these efforts. This can help companies to be more efficient and effective in their use of resources.

All these functions are obviously not only relevant for the B2B market, but also for the E-commerce market and the B2C subscription market.

‍