Higher retention across your long tail
Customers who drift away rarely say why. Clair asks, deals with the cause in the conversation and writes the reason back, long before the renewal.
- Measured by
- Renewals and churn
The moment
Your data shows who is drifting away
Health scores and alerts come from your own CS platform, like Planhat, Gainsight or ChurnZero, or straight from your data. Each signal can start a program.
Usage data
Usage drops
Fewer logins, fewer active users, a feature no longer used.
CRM
The stakeholder leaves
Your CRM shows the stakeholder gone, or their login goes unused.
CS platform
A score turns red
Your CS platform flags the account at risk.
CRM
The renewal nears
90 days out, and no one has asked how it’s going.
Starts a program
Programs that start here
Finish the setup
- Starts when
- 7 to 14 days after go-live
- What Clair does
- Checks that everything works and finishes the setup with them
- Measured by
- Setup finished within 30 days of go-live
Onboard the new stakeholder
- Starts when
- The stakeholder leaves
- What Clair does
- Gets whoever takes over set up and active
- Measured by
- New stakeholder active within 14 days
Re-engage a quiet account
- Starts when
- Usage drops, or no contact for 90 days
- What Clair does
- Asks what changed and clears what’s in the way
- Measured by
- Active users 30 days later
Secure the renewal
- Starts when
- 90 days before renewal
- What Clair does
- Asks how it’s going and finds any risk
- Measured by
- Renewal rate
In the conversation
Clair goes after the cause, not the score
Clair gets in touch, asks what changed and deals with it there and then. What needs a person reaches your team long before renewal.
Finishes the setup that never got done
Gets whoever takes over from the stakeholder up and running
Asks what changed when an account goes quiet, and clears what’s in the way
Goes through the renewal with them, in good time
Flags what needs your team, with the whole story
What the customer gets
A reason to stay, before they think of leaving
Customers who drift away rarely say why. Clair asks, in their own language and in the channel they already use, and fixes what’s in the way while they’re in the conversation.
A setup that finally works
A new stakeholder who knows the product
Problems solved, not logged
No surprises at renewal
Back in your tools
Your team sees every risk in time
What Clair heard and did lands in your CRM or CS platform, like HubSpot, Salesforce or Planhat, on the account.
On the account
writes back after every conversation
- What changed, in the customer’s own words
- What Clair fixed, and what still needs a person
- Risks flagged long before the renewal date
- The new stakeholder, noted on the account
The outcome
Higher retention, in your renewals and churn
Renewals and churn in your own data, account by account.
Higher retention
Problems are solved in the conversation, or reach your team long before renewal.
Measured by
Renewals and churn
Every account in the long tail gets attention, without growing your team at the same rate. Your CSMs spend their time where a person makes the difference.
Measured by
Accounts per CSM
Example account
A logistics company with no named CSM
Admin gone in May. Renewal in September
A logistics company has used your product for two years. In May, the admin who set it up leaves. Logins drop week by week. The renewal is in September, and no one at your company notices until the cancellation arrives.
- What Clair does
- Your CRM shows the stakeholder gone, and usage data shows the drop. Clair gets in touch with whoever took over, gets them set up as the new admin in the conversation, and goes through the renewal with them in good time. Your team sees the new stakeholder and the renewal in your CRM.
- The outcome
- The renewal comes as no surprise, to the customer or to your team. Measured by renewals and churn.
FAQ
Questions about churn and renewals
How do you reduce churn in long-tail accounts?
Go after the causes, one account at a time: the setup that never finished, the stakeholder who left, the account that went quiet, the renewal that comes as a surprise. Your data shows each one. Clair gets in touch at that moment and deals with the cause in the conversation.
Why do B2B customers churn?
In the long tail, the causes are often simple: the customer never got set up, the stakeholder who chose you left, usage faded, or the renewal arrived before anyone talked to them. Each one shows in your data before they cancel.
Does Clair work with health scores from our CS platform?
Yes. Health scores and alerts stay in your CS platform, like Planhat, Gainsight or ChurnZero, or in your own data. Clair acts on them: a score turning red can start a program, and what Clair learns goes back to the account.
What happens when the stakeholder leaves?
Your CRM shows the change, or the admin’s login goes unused. Clair gets in touch with whoever takes over, gets them set up and active, and makes sure they know when the renewal comes.
When should a renewal conversation start?
In good time, so there’s room to fix what isn’t working. You set when Clair goes through the renewal with each customer, for example 90 days before.
How do you measure churn reduction?
With renewals and churn in your own data, account by account.
Read next
More for your long tail
For customers who bought but never got started. Clair gets every user set up and using what they pay for.
For customers who outgrow their plan. Clair suggests the right one and makes the upgrade in the conversation.
How Clair covers every account with no named CSM, and how each outcome is measured.