Retention requires visible value during live events and quiet periods.
The report should summarize events, monitored properties, customer impacts, alerts, action plans, field work, attributed outcomes, source issues, and next actions.
The executive review covers adoption, speed, outcome quality, missing data, market performance, attribution completeness, and preparedness.
Relevant signals include new markets, branches, property volume, commercial needs, reports, integrations, APIs, widgets, or campaign operations.
Intervene when customer records remain unimported, replays remain incomplete, alerts remain unopened, action plans remain unused, or CRM outcomes remain disconnected.
Executive disengagement and incomplete value reports are also churn risks.
Customer success should address these signals before renewal. Expansion should follow proven adoption rather than compensate for missing value.