1. The First 90 Days
The first 90 days determine whether a customer stays for years or churns in month 3.
Playbook: Week 1 — Setup call + success plan. Week 2 — Check-in + feature adoption. Week 4 — Review metrics + expansion opportunity. Week 8 — Business review + upsell.
2. Health Scoring
Track 4 dimensions: Product Usage, Engagement, Support Tickets, NPS.
Best Practice: Score 1-10 on each dimension. Below 25 = At Risk. 25-50 = Neutral. 50+ = Healthy.
3. Expansion Revenue
Grow existing customers before acquiring new ones. It's 5x cheaper.
Best Practice: Identify usage thresholds (e.g., "You're at 80% of your plan limit") and trigger upgrade conversations automatically.
4. Churn Prevention
Intervene before customers churn. Early warning signs: declining usage, negative NPS, support escalations.