Know which customers are at risk, why, and what it is worth.
Every customer carries a churn-risk level computed from their whole feedback history, and every issue carries the lifetime value of the customers raising it. Retention starts before the cancellation call.
- Customer 48213CriticalBankID login failures61 000 NOK
- Customer 51907CriticalSlow transfer times48 500 NOK
- Customer 33012HighSession timeout39 200 NOK
- Customer 29488HighBankID login failures27 900 NOK
A current list, not a monthly guess.
Churn risk is a property of each customer, computed from their whole feedback history and recomputed as new signals arrive: critical, high, medium, low. The list is the one account management works from.
- Critical and high risk surfaced first, with the issues each customer raised
- Linked to the customer record from your CRM or support desk
- An alert to the account owner when a critical customer writes in again
- BankID login failures14 critical customers2 560 000 NOK
- Pension statement errors6 critical customers640 000 NOK
- Card delivery delays3 critical customers380 000 NOK
The issues your most valuable customers are raising.
An issue becomes critical when a customer at critical churn risk raises it. It is the ordinary issue we always classify; the customers behind it make it urgent. They lead the weekly report.
- Critical issues ranked by the customers behind them
- Revenue at risk per issue from the lifetime value of those customers
- Drill from the issue to the customers and the quotes
- StrengthPension calculator redesign198 mentions, 91% positive
- StrengthInstant card freeze142 mentions, 88% positive
- RequestShared accounts for couples77 mentions, 36 customers on the premium tier
The same reading finds what to keep and what to sell.
Praise and requests are classified alongside issues. The customers who love a feature, and the ones asking for the next tier, are as visible as the ones about to leave.
- Strengths per theme, with the share of positive mentions
- Feature requests with the customers behind them
- Candidates for an upgrade conversation, from what customers asked for
What you get.
Churn-risk level per customer
Critical, high, medium or low, from every signal the customer has sent, across every channel.
Lost potential revenue
Per product and per issue, from the lifetime value you configure. One number per problem.
Critical issues
Issues raised by customers at critical churn risk, surfaced first in the dashboard and the weekly report.
Weekly intelligence report
Total signals, sentiment, critical issues, churn-risk customers and recommended actions, in the inbox every week.
Alerts to the account owner
A critical customer who writes in, or a rising issue among high-value customers, reaches the right person in Slack, Teams or email.
Customer lookup
Ask Compethic about a customer and get their issues, strengths, risk level and value in one answer.
Everything Compethic does follows one loop.
Bring one quarter of cancellations.
We connect the channels they came through, run the analysis and show you the causes, the customers who are still at risk for the same reasons, and what they are worth.
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