Contributing Factors
Sorted by impactDaily active users dropped from 245 to 162. Feature adoption stalled at 45%.
Ticket volume increased 3x. Average sentiment score dropped to 2.1/5.
All invoices paid within terms. No payment method issues detected.
Champion user inactive for 14 days. No executive logins in 30 days.
Multi-year contract with auto-renewal clause. Expansion discussions ongoing.
Recent NPS survey returned neutral score. No qualitative feedback provided.
Human Override
Customer confirmed they are evaluating competitors - manual downgrade warranted
Annotations
2Spoke with champion - they are frustrated with recent API changes. Need to escalate to product.
Executive review scheduled for Jan 20.
AI Recommendations
Schedule executive business review to address usage decline
Assign CSM to investigate support ticket patterns
Send re-engagement campaign to inactive power users
This account shows significant health decline. Consider immediate outreach.