Show and tell from our renewals team. Over two quarters our gross churn dropped from about 18% to 12% annualised, and Loop was a big part of it.
The setup: we built a journey alert that fires when an account hits three risk signals inside 30 days. The signals are a CSAT drop, a login-frequency drop of more than 40%, and an unresolved support ticket older than five days. Any one signal is noise. Three together has been a reliable churn predictor for us.
When the alert fires, the account drops into a "watch" segment and the CSM gets a play to run. Nothing fancy, just early human contact before the renewal conversation.
Caveat so this doesn't read as a brochure: the 6% isn't all Loop. We also changed our renewal timeline and added an exec sponsor program in the same window. But the alert is what tells us which accounts to point all that effort at, and we couldn't see these accounts before. Glad to answer questions on the signal thresholds.
