Volume V · Customer Success Operations

The Retention Reading

Seven questions about how early you can see a customer leaving. Several need you to look back at accounts that already left. It produces a reading, not a score, and nothing here is assessment.

No account. Nothing is kept about who you are unless you ask for the reading to be sent to you afterwards, and nothing here is assessment.

The questions

Several of these cannot be answered from memory. That is the instrument working rather than a flaw in it. Your answers are held on this device while you go and look.

About you, all optional

Only bands, never an employer name, and only so the board can see who the practice is reaching. Skip any of it.

Which is closest? How long have you held operational responsibility? How many people in the organisation? Sector

Your reading appears on this page. Nothing is emailed unless you ask for it afterwards.