If you’re in the SaaS business, it’s natural for you to worry about customer churn. Churn is what gives your customer success team fever chills, hurts your recurring revenue numbers, and anything beyond 5% will rock your company’s foundation. But, can we leverage conversation intelligence to identify potential customer churn signals so that we improve our customer retention efforts? The short answer is yes, here are certain key aspects: 1. Your qualification criteria during sales discovery 2. On top of overseeing product adoption, during your customer success check-in conversations –> Are you paying attention to the mention of few keywords like — in house initiative, leadership change, change of direction? 3. Have you democratized the account conversations into topical playlists? 4. Do you have specific templates for understanding Voice of the Customer from each function’s standpoint? I’ve put together the entire process these step-by-step in a blog post.