Customer Retention Audit
Industry
Manufacturing
General B2B
SaaS Model
B2C General
eCommerce
Other
General B2B Retention Audit (SaaS is Below)
For CEOs, COOs, and operational leaders in services, manufacturing, industrials, logistics, healthcare, and B2B professional services.
Internal Retention Concerns (Select all that apply)
We lack visibility into which clients are disengaged or might leave.
No system alerts us to early signs of dissatisfaction or declining engagement.
Account managers are stuck in firefighting mode, not strategic value delivery.
Our tools don’t give us a full picture of client satisfaction and usage.
We don’t consistently collect or act on client feedback.
There is no formal onboarding or relationship management plan.
It’s unclear which clients are most profitable—or most vulnerable to churn
We don’t hold regular strategic review sessions with clients.
Renewals are last-minute and often rushed.
Retention metrics are inconsistent or difficult to predict.
Other
Tools & Capabilities Needed: Which would help you strengthen client relationships and improve retention?
A centralized dashboard showing customer engagement and health
Automatic alerts when client risk increases
Integration between sales, billing, support, and customer service data
Structured onboarding, review, and renewal workflows
A reliable system for collecting and responding to customer feedback
Account segmentation tools for tiered service and outrea
Executive reporting on satisfaction, loyalty, and churn trends
Analytics to identify why clients stay—or leave
Feedback tools tied to specific services, products, or locations
A unified view of the full customer lifecycle—from first sale to renewal
Other
SaaS Customer Success Audit
For SaaS companies with Customer Success teams, high contract value clients, and usage-based retention goals.
Internal Retention Concerns (Select all that apply)
We lack visibility into product usage and customer engagement signals.
We don’t detect churn risk early enough to intervene.
Customer Success Managers (CSMs) are reactive, not strategic.
Health scores don’t reflect actual account status.
We aren’t tying NPS or satisfaction data to churn or expansion outcomes.
We lack structured onboarding and lifecycle success playbooks.
It’s unclear which accounts are at risk vs. ready for expansion.
QBRs are inconsistent or underutilized.
Upsell and renewal planning is disconnected from customer success.
Our tech stack (CRM, support, product, billing) is siloed.
Other
SaaS-Specific Capabilities Needed
Customer health dashboards with product usage, support activity, and account data
Churn risk detection based on behavioral and engagement signals
Native integrations across CRM, billing, product analytics, and support
Guided playbooks for onboarding, renewals, expansions, and QBRs
Real-time NPS and CSAT tracking with follow-up workflows
Role-based views for CSMs, executives, and product teams
Segmentation tools based on plan type, usage, and lifecycle stage
Analytics that identify churn drivers, feature adoption trends, and risk clusters
Feedback loops to inform roadmap prioritization
A full-lifecycle success platform to coordinate Sales, CS, and Support
Name
First Name
Last Name
Company Name
Business Email
example@example.com
Submit
Should be Empty: