How to Use AskBiz Churn Intelligence
Churn Intelligence identifies your at-risk customers before they leave. Here's how to use it to protect your revenue.
Key Takeaways
- Churn Intelligence scores every customer with a churn risk rating based on their behaviour patterns.
- High-risk customers should receive personalised outreach within 48 hours.
- The module exports a list of at-risk customers with recommended actions for each segment.
Accessing Churn Intelligence
From the AskBiz dashboard, navigate to Customer Intelligence > Churn. You'll see your overall churn rate trend, the current at-risk customer count (defined as customers in the top 20% of churn risk scores), and the estimated revenue at risk if these customers churn.
Reading the risk scores
Each customer has a churn risk score from 0 to 100 (higher = more at risk). The score is based on: days since last purchase (relative to their historical inter-purchase interval), change in purchase frequency trend, change in average order value trend, engagement with communications, and any negative service interactions recorded. You can view the score components for any individual customer by clicking their name.
Segmenting for action
Churn Intelligence segments at-risk customers into three action tiers: High Risk (score 70–100): immediate personalised outreach recommended — direct email, phone call for high-value accounts. Medium Risk (score 40–69): targeted re-engagement campaign — triggered email sequence, relevant offer. Low Risk (score 20–39): general retention communications — loyalty programme nudge, new product announcement.
Taking action
Click Export to download the at-risk customer list with risk scores, estimated CLV, and recommended actions for each segment. Import into your email marketing platform or CRM to trigger the appropriate campaign. Set a review cadence — weekly for high-risk, monthly for medium-risk — to track whether intervention is moving customers' risk scores in the right direction.