marketing1 min readpublished on 03/08/2022

Survey at-risk customers

ZoomInfo

Scenario

Identifying customers at risk of churn through a survey allows you to pinpoint renewal problems before they happen, potentially saving those customers. Email surveys to clients ahead of their renewal cycle to highlight any issues. If possible, include a gift offer to encourage participation. Assess their responses and take appropriate corrective actions to save the account.

AI models or basic customer health scores—such as usage data or complaints—can identify customers at risk of churn.

Trigger

• Customer identified as a risk of churn

Actions

• Survey at-risk clients
• Analyze survey results to determine corrective actions
• Include a gift offer to encourage participation

We want your feedback

Hello [first name],

At [your company name], we pride ourselves in delivering the best [product offering] out there and we hate to see our customers leave us.

We’re always striving to be better, to deliver more value, and to help our customers win by [value proposition]. Your feedback would mean a lot. If you have 1 minute to spare, please share with us a bit about your current customer experience and likelihood to renew by taking this brief survey.

As a thank you, you will receive a $10 [company name] gift card.

When you first signed on with [your company name], it was to fill a gap you had in your business. We hope that we are delivering on that need, but would love your feedback on areas we can improve.

Let me know if there is anything that I or the team here can do to help you out.

Thank you,

[first name]

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