Customer Success and Retention
Maximize the value of your existing customers. 360° view, expansion opportunities and churn reduction.
Customer Success Use Cases
Levers to maximize the value of your existing customers.
360° Customer View
Complete history: sales, support, exchanges, usage
Upsell
Identify upgrade or extension opportunities
Cross-sell
Offer complementary products/services
Renewal
Prepare and secure renewals
Churn Signals to Monitor
Detect churn risks before it's too late.
| Signal | Severity | Recommended Action |
|---|---|---|
| Usage decline | High | Proactive check-in call |
| Fewer logins | Medium | Re-engagement email + content |
| Repeated complaints | Critical | Immediate escalation + action plan |
| Contact change | Medium | New contact onboarding |
| No early renewal | High | Review meeting + proposal |
| Competitor exploration | Critical | Executive meeting + defensive offer |
Customer Journey
Support your customers at every stage of their journey.
Onboarding
Adoption
Expansion
Advocacy
Dormant Account Reactivation
Strategies to re-engage inactive customers.
Historical analysis
Understand why the account became dormant
Personalized offer
Proposal adapted to customer context
Product news
Present developments since their last use
Enhanced support
Offer a hands-on session
Frequently Asked Questions
How to identify upsell opportunities in B2B?
Analyze product usage, needs expressed during exchanges, client company growth, organizational changes. A client who uses your solution intensively and whose company is growing is an ideal candidate.
What churn signals to monitor?
Usage decline, fewer logins, late email responses, repeated complaints, contact change, no early renewal, competitor exploration. Set up alerts on these signals.
How to reactivate a dormant account?
Identify the reason for inactivity, offer a personalized re-engagement offer, present product updates, offer enhanced support. A personalized approach based on customer history works better than a generic message.
Ready to maximize customer value?
Reduce churn and increase your NRR with Akidel.