> ## Documentation Index
> Fetch the complete documentation index at: https://docs.quivly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Identifying At-Risk Customers

> Complete workflow for finding and addressing customer churn risk

<Info>
  **Who is this guide for?** This workflow is for **Customer Success Managers and analysts** who need to proactively identify customers at risk of churning and take action to save them.
</Info>

***

## Overview

Customer churn is expensive and often preventable. This workflow shows you how to use Quivly's health scores, usage data, support metrics, and market signals to identify at-risk customers before it's too late - and what to do about it.

**What You'll Learn:**

* How to filter for at-risk customers using health scores
* Which risk signals to look for in customer data
* How to prioritize your outreach (who needs help first)
* What actions to take based on risk level
* How to monitor progress over time

**Time Required:** 30-45 minutes for initial review, ongoing daily monitoring

***

## Understanding Risk Levels

Quivly categorizes customer health into 4 buckets. Here's what each means and how urgently you need to act.

<CardGroup cols={2}>
  <Card title="🔴 Critical (0-24)" icon="circle-exclamation">
    **Meaning:** Severe churn risk, multiple red flags across categories

    **Urgency:** Immediate action required (same day)

    **Typical indicators:**

    * No product usage in 14+ days
    * Outstanding invoice 30+ days overdue
    * Multiple unresolved high-priority support tickets
    * Negative market signals (layoffs, executive departures)
    * No engagement (calls, emails) in 60+ days
  </Card>

  <Card title="🟠 At Risk (25-49)" icon="triangle-exclamation">
    **Meaning:** Significant churn risk, concerning trends in 2-3 categories

    **Urgency:** Action needed this week

    **Typical indicators:**

    * Usage declining 30%+ over last 30 days
    * Upcoming renewal within 30 days with mediocre health
    * Response times to your outreach increasing
    * Support ticket volume spiking
    * Key feature adoption dropping
  </Card>

  <Card title="🟡 Medium (50-74)" icon="circle-pause">
    **Meaning:** Stable but showing early warning signs

    **Urgency:** Monitor closely, proactive check-in recommended

    **Typical indicators:**

    * Usage flat or slightly declining
    * Some support issues but getting resolved
    * Engagement is adequate but not enthusiastic
    * No major red flags but trending in wrong direction
  </Card>

  <Card title="🟢 Healthy (75-100)" icon="circle-check">
    **Meaning:** Customer is thriving, engaged, and growing

    **Urgency:** Low risk, focus on expansion opportunities

    **Typical indicators:**

    * Usage growing or stable at high levels
    * Strong engagement (regular calls, QBRs)
    * Low or no support issues
    * Positive market signals (funding, hiring, growth)
    * Actively adopting new features
  </Card>
</CardGroup>

***

## Step 1: Find At-Risk Customers

Let's identify which customers need your attention right now.

<Steps>
  <Step title="Navigate to Customers Page">
    1. Click **Customers** in the left sidebar
    2. You'll see your full customer portfolio
  </Step>

  <Step title="Filter by Health Score">
    To see customers who need immediate attention:

    1. Click the **Filter** control in the header
    2. Pick the **Health Risk Level** field, operator **is one of**, and select **Critical** and **At Risk**
    3. The filter applies immediately and shows as a chip above the table

    <Check>
      This shows customers with scores 0-49 - your priority action list.
    </Check>

    <Tip>
      **Pro tip:** Save this as a custom view called "At-Risk Customers" so you can access it quickly every day without re-applying filters.
    </Tip>
  </Step>

  <Step title="Sort by Urgency">
    1. Click the **Health Score** column header
    2. Select **Sort Ascending** (lowest scores first)

    This puts the most critical customers at the top of your list.

    **What you'll see:**

    ```
    [🔴] Acme Corp - Score: 12 (Critical)
    [🔴] Globex Inc - Score: 18 (Critical)
    [🟠] Initech LLC - Score: 28 (At Risk)
    [🟠] Umbrella Co - Score: 35 (At Risk)
    ...
    ```
  </Step>

  <Step title="Review the List">
    For each at-risk customer, you'll see:

    * **Company name and logo**
    * **Health score badge** (color-coded)
    * **Number of insights** (💡 icon with count)
    * **Last activity date**
    * **Industry and status**

    <Info>
      The **insights count** shows how many AI-generated insights or market signals Quivly has detected. High insight counts often indicate significant changes happening at the account.
    </Info>
  </Step>
</Steps>

***

## Step 2: Investigate Risk Factors

For each at-risk customer, dig into WHY they're at risk. Open their profile and review these areas.

<Tabs>
  <Tab title="Revenue Signals">
    **Navigate to:** Customer Profile → **Revenue** tab

    **Look for these red flags:**

    | Signal                            | What It Means                                                           | Urgency   |
    | --------------------------------- | ----------------------------------------------------------------------- | --------- |
    | **Outstanding balance > 30 days** | Payment issues, financial stress, or administrative oversight           | 🔴 High   |
    | **Failed payment attempts**       | Credit card expired, insufficient funds, or deliberate non-payment      | 🔴 High   |
    | **Downgraded plan recently**      | Reducing spend, possibly due to budget cuts or reduced value perception | 🟠 Medium |
    | **Renewal in \< 30 days**         | Renewal decision imminent, need to ensure they're ready to renew        | 🟠 Medium |
    | **MRR declining**                 | Canceling seats or downgrading features                                 | 🟡 Low    |

    **What to check:**

    * Current MRR vs 3 months ago (is it shrinking?)
    * Invoice status (any past due?)
    * Subscription details (active seats vs purchased seats)
    * Renewal date (how soon?)

    <Warning>
      **Critical flag:** If a customer has an outstanding balance AND declining usage, this is a strong churn signal. They may already be planning to leave.
    </Warning>
  </Tab>

  <Tab title="Usage Signals">
    **Navigate to:** Customer Profile → **Usage** tab

    **Look for these red flags:**

    | Signal                           | What It Means                                              | Urgency   |
    | -------------------------------- | ---------------------------------------------------------- | --------- |
    | **No activity in 14+ days**      | Customer has stopped using your product entirely           | 🔴 High   |
    | **Usage down 50%+ from peak**    | Significant drop in engagement, possible alternative found | 🔴 High   |
    | **Declining trend over 30 days** | Consistent decrease in activity                            | 🟠 Medium |
    | **Low feature adoption**         | Not discovering value in core features                     | 🟡 Low    |
    | **One power user only**          | Heavy reliance on single user (risk if they leave)         | 🟡 Low    |

    **What to check:**

    * Usage trend chart (upward, stable, or declining?)
    * Active users count (how many people actually using it?)
    * Feature adoption (are they using core features?)
    * Last activity timestamp (when did someone last log in?)

    **Example usage patterns to watch:**

    ```
    🔴 Critical Pattern:
    - 30 days ago: 250 daily events
    - 15 days ago: 120 daily events
    - Today: 5 daily events
    → Sharp decline, investigate immediately

    🟠 At Risk Pattern:
    - Consistent decline: 200 → 180 → 160 → 140 events
    → Gradual disengagement, reach out proactively

    🟢 Healthy Pattern:
    - Stable or growing: 180 → 195 → 210 → 220 events
    → Customer is engaged, no immediate concern
    ```

    <Tip>
      Check if usage is down due to seasonality (holidays, weekends) or a genuine disengagement trend. Look at year-over-year data if available.
    </Tip>
  </Tab>

  <Tab title="Support Signals">
    **Navigate to:** Customer Profile → **Support** tab

    **Look for these red flags:**

    | Signal                                 | What It Means                                     | Urgency   |
    | -------------------------------------- | ------------------------------------------------- | --------- |
    | **High-priority ticket open > 7 days** | Critical issue unresolved, customer is frustrated | 🔴 High   |
    | **Ticket volume spiking**              | Product issues or poor onboarding                 | 🟠 Medium |
    | **Long resolution times**              | Customer perceives slow or inadequate support     | 🟠 Medium |
    | **Escalated tickets**                  | Customer demanding leadership attention           | 🟠 Medium |
    | **Repeat issues**                      | Same problem keeps happening (quality issue)      | 🟡 Low    |

    **What to check:**

    * Open ticket count (how many unresolved issues?)
    * Average resolution time (are we responding quickly?)
    * Ticket sentiment (are customers frustrated in their messages?)
    * Common issue categories (is there a pattern?)

    <Warning>
      **Critical flag:** If a customer has multiple unresolved tickets AND has stopped engaging with your team (not responding to support), they may have already mentally churned.
    </Warning>
  </Tab>

  <Tab title="Engagement Signals">
    **Navigate to:** Customer Profile → **Calls** tab

    **Look for these red flags:**

    | Signal                                 | What It Means                                                | Urgency   |
    | -------------------------------------- | ------------------------------------------------------------ | --------- |
    | **No calls in 90+ days**               | Relationship is cold, no ongoing dialogue                    | 🟠 Medium |
    | **Customer canceling scheduled calls** | Avoiding engagement, possible decision to leave already made | 🔴 High   |
    | **Short, transactional calls only**    | No strategic discussions, just support issues                | 🟡 Low    |
    | **Negative sentiment in transcripts**  | Frustration detected in call recordings                      | 🟠 Medium |

    **What to check:**

    * Last call date (how long since we talked?)
    * Call frequency trend (increasing or decreasing?)
    * Call summaries (are they positive or negative?)
    * Next scheduled call (do we have one on the calendar?)

    <Tip>
      Review call transcripts for keywords like "expensive," "not worth it," "considering alternatives," "budget cuts," or "frustrated." These are early warning signs.
    </Tip>
  </Tab>

  <Tab title="Market Signals">
    **Navigate to:** Customer Profile → **Market Signals** tab

    **Look for these red flags:**

    | Signal                    | What It Means                                       | Urgency   |
    | ------------------------- | --------------------------------------------------- | --------- |
    | **Layoffs announced**     | Budget cuts, possible software spend reduction      | 🟠 Medium |
    | **Executive departures**  | Leadership changes, your champion may be gone       | 🟠 Medium |
    | **Funding difficulties**  | Financial stress, may cut non-essential tools       | 🟠 Medium |
    | **Acquisition or merger** | Uncertainty, possible platform consolidation        | 🟡 Low    |
    | **Negative press**        | Company in crisis mode, not focused on your product | 🟡 Low    |

    **Positive signals to watch:**

    | Signal                | What It Means                               | Opportunity   |
    | --------------------- | ------------------------------------------- | ------------- |
    | **New funding round** | More budget, possible expansion opportunity | 💰 Upsell     |
    | **Hiring spree**      | Company growing, need more seats            | 💰 Expansion  |
    | **Product launch**    | Increased activity, possible new use cases  | 💰 Cross-sell |

    **What to check:**

    * Recent signals in last 30 days
    * Relevance score (is this signal actually about their business?)
    * Signal sentiment (positive or negative?)

    <Info>
      Market signals are external data Quivly collects from news, funding databases, and social media. They help you understand what's happening at the customer's business beyond what they tell you.
    </Info>
  </Tab>
</Tabs>

***

## Step 3: Prioritize Your Outreach

You can't save everyone at once. Prioritize based on urgency, ARR, and likelihood of success.

### Prioritization Framework

Use this matrix to decide who to contact first:

| Priority Tier   | Criteria                                                               | Action Timeline                        |
| --------------- | ---------------------------------------------------------------------- | -------------------------------------- |
| **P0 - Urgent** | Score 0-24 AND (high ARR OR renewal \< 30 days OR outstanding balance) | Contact today                          |
| **P1 - High**   | Score 25-49 AND high ARR                                               | Contact this week                      |
| **P2 - Medium** | Score 25-49 AND medium ARR                                             | Contact within 2 weeks                 |
| **P3 - Watch**  | Score 50-74 with declining trend                                       | Monitor, proactive check-in this month |

<Steps>
  <Step title="Work from your saved view">
    Save the filtered list as a view (e.g. "At-Risk Customers") and add the columns you need to prioritize — health score, MRR, days to renewal, last call. You can also ask [Ask Quivly](/product/ask-quivly) to rank your at-risk accounts.
  </Step>

  <Step title="Assign Priorities">
    For each customer, assign a priority tier:

    **Example:**

    ```
    Customer         | Score | ARR    | Renewal  | Priority | Reason
    ---------------------------------------------------------------------
    Acme Corp        | 12    | $50K   | 15 days  | P0       | High ARR + imminent renewal + critical score
    Globex Inc       | 18    | $120K  | 90 days  | P0       | Very high ARR + critical score
    Initech LLC      | 32    | $8K    | 45 days  | P2       | Low ARR but needs check-in before renewal
    Umbrella Co      | 38    | $75K   | 180 days | P1       | High ARR + high risk score
    ```
  </Step>

  <Step title="Identify Your Champions">
    For each at-risk customer, identify who to contact:

    1. Open the customer's **Overview** tab — contacts appear there and in the account sidebar
    2. Look for:
       * **Original buyer** (who signed the contract?)
       * **Active users** (who actually uses the product?)
       * **Executive sponsor** (who has budget authority?)
    3. Check LinkedIn for recent job changes (did your champion leave?)

    <Warning>
      If your primary contact left the company (check LinkedIn), this is a **major churn risk**. You need to rebuild the relationship with their replacement ASAP.
    </Warning>
  </Step>
</Steps>

***

## Step 4: Take Action

Now that you know who's at risk and why, here's what to do about it.

<Tabs>
  <Tab title="Critical Customers (0-24)">
    **Immediate actions for score 0-24:**

    <Steps>
      <Step title="Schedule an Urgent Call">
        * Send email and Slack message (if applicable) **today**
        * Subject: "Quick check-in - \[Your Product] at \[Company]"
        * Tone: Helpful and concerned, not salesy
        * Goal: Understand what's happening and how you can help

        **Email template:**

        ```
        Hi [Name],

        I noticed [Company]'s usage of [Product] has declined recently,
        and I wanted to reach out to see if there's anything we can do
        to help.

        Is everything okay? Are there any challenges or blockers we
        should address?

        I'd love to schedule a quick 15-minute call this week to make
        sure you're getting value from [Product].

        When works for you?

        [Your Name]
        ```
      </Step>

      <Step title="Loop in Your Manager">
        * Alert your manager or account executive
        * Share the customer profile and health score breakdown
        * Discuss whether to offer concessions (discounts, extended trial, etc.)
        * Get approval for any special interventions
      </Step>

      <Step title="Review Their Success Plan">
        * What were their original goals when they signed up?
        * Are those goals still relevant?
        * Have they achieved any wins using your product?
        * What's blocking them from success?
      </Step>

      <Step title="Create a Recovery Plan">
        **If they're willing to engage:**

        1. Identify the core problem (lack of training, technical issues, poor fit, etc.)
        2. Set specific, measurable goals for the next 30 days
        3. Schedule weekly check-ins to monitor progress
        4. Assign a dedicated point of contact (you or a solutions engineer)

        **Example recovery plan:**

        ```
        Goal: Increase daily active users from 2 to 10 by Feb 15

        Week 1: Product training session with team leads (Jan 18)
        Week 2: Follow-up on training, address technical blockers (Jan 25)
        Week 3: Review usage data, celebrate wins (Feb 1)
        Week 4: Business review, discuss renewal (Feb 8)
        ```

        **If they're unresponsive:**

        * Escalate to executive sponsor at their company
        * Try different communication channels (phone, LinkedIn, etc.)
        * Document all outreach attempts in your CRM
        * Prepare for possible churn (forecast impact, plan backfill)
      </Step>
    </Steps>
  </Tab>

  <Tab title="At Risk Customers (25-49)">
    **Proactive actions for score 25-49:**

    <Steps>
      <Step title="Send a Check-In Email">
        **Don't wait - be proactive:**

        ```
        Subject: Let's make sure you're getting the most from [Product]

        Hi [Name],

        I wanted to check in on how things are going with [Product].
        I noticed [specific observation - e.g., "usage has been a bit
        quieter than usual" or "you have a few open support tickets"].

        I'd love to schedule a brief call to:
        - Make sure you're getting value from [Product]
        - Address any challenges or questions
        - Share some best practices from similar customers

        Would you have 20 minutes sometime this week?

        [Your Name]
        ```

        <Tip>
          Reference a specific data point ("I noticed...") to show you're paying attention and this isn't a generic email blast.
        </Tip>
      </Step>

      <Step title="Offer Value-Added Resources">
        Provide immediate value without requiring a call:

        * **Product training:** Invite them to an upcoming webinar or office hours session
        * **Best practices guide:** Share a resource specific to their industry or use case
        * **Success story:** Send a case study from a similar customer
        * **New features:** Highlight features they haven't adopted yet that could help

        **Example:**

        ```
        "I noticed your team isn't using [Feature X] yet. We recently helped
        [Similar Company] achieve [Outcome] by adopting this feature. Would
        you like a quick walkthrough?"
        ```
      </Step>

      <Step title="Review Usage Data Together">
        If they agree to a call:

        1. Screen-share their Usage tab in Quivly (or equivalent in your product)
        2. Walk through usage trends: "Here's what we're seeing..."
        3. Ask open-ended questions: "What changed around \[date when usage dropped]?"
        4. Identify gaps: "Have you tried \[underutilized feature]?"
        5. Set goals: "Let's aim to increase \[metric] by \[amount] over the next month"
      </Step>

      <Step title="Schedule a Business Review">
        **If renewal is within 90 days:**

        Book a formal business review (QBR) to:

        * Review goals vs achievements
        * Demonstrate ROI and value delivered
        * Discuss upcoming features on roadmap
        * Address any concerns before renewal decision
      </Step>
    </Steps>
  </Tab>

  <Tab title="Medium Risk Customers (50-74)">
    **Monitoring actions for score 50-74:**

    <Steps>
      <Step title="Set Up Monitoring Alerts">
        Configure Slack or email notifications for this customer if:

        * Health score drops below 50
        * Usage declines by 20% or more
        * New high-priority support ticket is opened
        * Negative market signal is detected

        <Info>
          Go to **Settings** → **Notifications** to configure custom alerts for specific customers or customer segments.
        </Info>
      </Step>

      <Step title="Proactive Check-In (Monthly)">
        Schedule a brief, friendly check-in:

        ```
        Subject: Quick check-in - how's it going with [Product]?

        Hi [Name],

        Just wanted to touch base and see how things are going with
        [Product]. Any questions or feedback?

        Also, we just released [New Feature] - thought you might find
        it useful for [their use case].

        Let me know if you'd like a quick demo!

        [Your Name]
        ```

        <Tip>
          Keep it light and helpful, not salesy. The goal is to maintain the relationship and show you're available if they need support.
        </Tip>
      </Step>

      <Step title="Share Relevant Content">
        Stay top-of-mind by sharing value:

        * **Blog posts** about their industry or use case
        * **Webinar invitations** for topics relevant to their business
        * **Product updates** that might benefit them
        * **Customer stories** from similar companies
      </Step>
    </Steps>
  </Tab>
</Tabs>

***

## Step 5: Monitor Progress

Track whether your interventions are working.

<Steps>
  <Step title="Check Health Score Trends Weekly">
    1. Return to **Customers** page
    2. Filter for customers you've recently engaged
    3. Click on each customer and go to **Health Score** tab
    4. Review the trend chart:
       * **Upward trend (↗):** Your intervention is working!
       * **Stable (→):** Keep monitoring, no change yet
       * **Downward trend (↘):** Escalate, more intervention needed

    <Check>
      Set a recurring calendar reminder every Monday to review health score changes for your at-risk customers.
    </Check>
  </Step>

  <Step title="Track Usage Recovery">
    For customers where low usage was the issue:

    1. Go to Customer Profile → **Usage** tab
    2. Compare current week to previous 4 weeks
    3. Look for signs of recovery:
       * Daily active users increasing
       * Event volume trending upward
       * New features being adopted
  </Step>

  <Step title="Document Outcomes in Your CRM">
    Record all outreach and results in your CRM:

    * **Activity log:** Emails sent, calls held, outcomes
    * **Next steps:** What you committed to do, when to follow up
    * **Customer feedback:** What they told you about their experience
    * **Status updates:** Progress toward recovery goals

    <Tip>
      If using Salesforce or HubSpot, log activities there so your entire team (sales, support, product) can see the engagement history.
    </Tip>
  </Step>

  <Step title="Review Success and Churn Rates Monthly">
    At the end of each month, analyze:

    * **How many at-risk customers did you identify?**
    * **How many did you successfully save?** (health score improved or renewed)
    * **How many churned anyway?** (despite your efforts)
    * **What worked?** (which tactics were most effective)
    * **What didn't work?** (which interventions failed)

    Use these insights to refine your approach over time.
  </Step>
</Steps>

***

## Advanced Techniques

<AccordionGroup>
  <Accordion title="Segmenting Risk by Cause">
    Not all churn risk is the same. Segment your at-risk customers by root cause:

    **Segments:**

    1. **Value risk:** Not seeing ROI, usage declining
       * **Fix:** Product training, feature adoption campaigns, QBR to demonstrate value
    2. **Financial risk:** Budget cuts, failed payments
       * **Fix:** Flexible payment terms, downsell to smaller plan, demonstrate cost savings
    3. **Relationship risk:** Poor support, disengaged CSM
       * **Fix:** Dedicated support, executive sponsor engagement, apology + recovery plan
    4. **Product fit risk:** Wrong use case, technical limitations
       * **Fix:** Honest conversation, potential graceful exit, referral to better-fit solution

    Focus your interventions based on the root cause, not just the score.
  </Accordion>

  <Accordion title="Predictive Churn Modeling">
    Look for leading indicators 60-90 days before renewal:

    **Early warning signs:**

    * Usage declining 3 months before renewal (not just 1 month)
    * Engagement dropping off after onboarding completes
    * Support ticket volume spiking in month 2-3 of contract
    * Champion job changes detected via LinkedIn

    Use Quivly's health score history to identify patterns:

    * What health score at 90 days before renewal predicts churn?
    * Which categories matter most? (e.g., is usage more predictive than support?)

    <Tip>
      Review score history against churned accounts to find your "churn threshold" - the score below which customers almost always churn. [Ask Quivly](/product/ask-quivly) can run this analysis across your portfolio.
    </Tip>
  </Accordion>

  <Accordion title="Using Market Signals Proactively">
    Market signals can help you predict risk before it shows in usage data:

    **Positive signals → Upsell opportunity:**

    * Funding announced → "Congrats! As you scale, here's how we can help..."
    * Hiring spree → "I see you're growing the team - need more seats?"

    **Negative signals → Proactive support:**

    * Layoffs announced → "I saw the news - let me know how we can support you during this transition"
    * Executive departure → "I noticed \[Champion] left - who should I connect with on your team?"

    **Set up alerts** for specific signal types in **Settings** → **Notifications**.
  </Accordion>

  <Accordion title="Automated Playbooks">
    Create automated workflows for common risk scenarios:

    **Example playbook: "30-Day No Usage"**

    1. **Trigger:** Customer has 0 usage for 30 consecutive days
    2. **Action 1:** Send automated "We miss you" email with helpful resources
    3. **Action 2 (if no response after 7 days):** Assign to CSM for manual outreach
    4. **Action 3 (if no response after 14 days):** Escalate to manager for executive outreach

    Check if your CRM (Salesforce, HubSpot) or customer success platform supports these workflows.
  </Accordion>
</AccordionGroup>

***

## Measuring Success

Track these metrics to measure the effectiveness of your at-risk customer program:

| Metric                          | Definition                                                                   | Target    |
| ------------------------------- | ---------------------------------------------------------------------------- | --------- |
| **At-Risk Identification Rate** | % of churned customers who were flagged as at-risk 30+ days before churn     | > 80%     |
| **Intervention Rate**           | % of at-risk customers you proactively contacted                             | > 90%     |
| **Save Rate**                   | % of critical/high-risk customers who renewed or improved health score       | > 50%     |
| **Time to Outreach**            | Days between customer flagged as at-risk and first outreach                  | \< 3 days |
| **Health Score Recovery**       | % of at-risk customers whose score improved by 10+ points after intervention | > 40%     |

***

## Common Mistakes to Avoid

<Warning>
  **1. Waiting Too Long**
  Don't wait until the renewal conversation to realize a customer is at risk. By then, they've already mentally decided to leave. Act when health scores first drop below 50.
</Warning>

<Warning>
  **2. Focusing Only on High ARR**
  Small customers churn too, and they add up. Don't ignore low-ARR at-risk customers - use automated playbooks for them if you can't manually reach out to everyone.
</Warning>

<Warning>
  **3. Generic Outreach**
  "Just checking in!" emails don't work. Reference specific data (usage decline, support tickets, market signals) to show you're paying attention.
</Warning>

<Warning>
  **4. Ignoring the Data**
  If health scores say a customer is critical but your gut says they're fine, trust the data. Investigate - you might discover issues they haven't told you about.
</Warning>

<Warning>
  **5. Not Following Up**
  One call doesn't save a customer. Create a recovery plan with specific milestones and follow up consistently until health improves.
</Warning>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Configure Health Scores" icon="sliders" href="/health-scores/configuration">
    Fine-tune health score thresholds to better identify at-risk customers in your business
  </Card>

  <Card title="Revenue Management Workflow" icon="dollar-sign" href="/workflows/revenue-management">
    Track renewals and expansions to maximize customer lifetime value
  </Card>

  <Card title="Customer 360 Review" icon="list-check" href="/workflows/customer-360-review">
    Prepare comprehensive business reviews with data-driven insights
  </Card>

  <Card title="Product Adoption Workflow" icon="chart-line-up" href="/workflows/product-adoption">
    Drive feature usage to reduce churn risk
  </Card>
</CardGroup>

***

## Quick Reference Checklist

Use this checklist for your daily at-risk customer review:

* [ ] Filter customers by Critical + At Risk health scores
* [ ] Sort by score (lowest first) to prioritize
* [ ] Review top 5 most critical customers:
  * [ ] Check revenue tab for payment issues or upcoming renewals
  * [ ] Check usage tab for activity trends
  * [ ] Check support tab for unresolved tickets
  * [ ] Check market signals for external risk factors
  * [ ] Check contacts tab to identify who to reach out to
* [ ] Send outreach emails to P0 customers (today)
* [ ] Schedule calls with P1 customers (this week)
* [ ] Set monitoring alerts for P2 customers
* [ ] Document all activities in CRM
* [ ] Review progress on previous week's at-risk outreach

<Info>
  **Need help?**

  * Email support: [support@quivly.ai](mailto:support@quivly.ai)
  * Share feedback on this workflow: [support@quivly.ai](mailto:support@quivly.ai)
</Info>