Identifying accounts that are likely to churn as early as possible is crucial to intervening to save those accounts. To identify high-risk accounts, you’ll want to understand which accounts have very few users who are using an important feature.
To see this, navigate to Analyze > Graph, graph the count of the number of accounts that have either 1 or 0 users who have done your KPI event, then group by name. In Heap we use Click – Run Query to see how many Heap customers are running reports.
In the results, you’ll see a list of which customers are only completing this KPI 1 or 0 times. Your account management team can use this information to assess these customers to get them re-engaged.
For more information on how to use Heap to measure and grow your accounts, see Account Health Analysis.