Quick one. Since we scaled past 5,000 accounts, our churn has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?
+1. The Salesforce step is where ours kept breaking.
Worth checking your CSAT window. Ours was skewed until we narrowed it.
Honestly journey alerts didn't move time-to-resolution for us. Segment did more.
We measure churn weekly now and it's made session replay decisions much easier.
Spent a week on this. The fix was tying CES tracking to the account owner field.
