We’ve turned 20+ at-risk accounts into raving fans—and you can too.

Here’s how we rescued a global music brand on the brink of churn—and why it matters for every customer success leader.

Three simple steps to proactive retention:

1. Detect early warning signs
2. Mobilize your best resources
3. Communicate relentlessly

1. Detect early warning signs
Most CRMs only surface stale usage data once it’s too late. Instead, set up real-time alerts on product engagement dips and open support tickets older than 48 hours—before the customer loses faith.

2. Mobilize your best resources
When I saw our music client slip through the cracks, I didn’t just send an email—I pulled in our CEO, Head of CS, and product experts within 24 hours. A united front shows customers you’re serious about solving their biggest issues.

3. Communicate relentlessly
We promised updates every 48 hours, even if progress was incremental. Transparency transformed frustration into trust, and trust became the foundation for renewed partnership.

Doing this manually? It’s nearly impossible. Siloed tools, dispersed data, and scattered workflows make it easy for urgent issues to vanish.

Here’s a tip: embed AI-powered alerts and auto-draft follow-ups directly in your support channels. That’s exactly what Twig does—surfacing hidden churn signals and drafting update emails in seconds so no customer ever feels ignored.

The results speak for themselves:

• 60% faster issue resolution
• 50% reduction in churn risk
• 30% lift in customer satisfaction scores

Every CS team deserves this level of visibility and responsiveness. What’s the boldest retention strategy you’ve ever tried? Drop your tip below👇

Feel free to connect with me and comment AI to get an exclusive invite to try Twig—let’s keep your customers for life.

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