A disengaged client is at a much higher risk than an engaged client is. I know I was surprised when I saw data on how a client that that submits more support tickets is less likely to churn than one who doesn’t submit any. It goes back to usage. If a customer is using your product/service and needing support’s help then that’s better than a customer who doesn’t show any signs of activity.
I know in my experience that a customer that never has questions when we meet is a red flag! What I do to address that is assign them homework and that helps me gauge exactly how engaged they are!
I’d love to hear from you what is a red flag and how you address it early on!
