# Vitally Churn Risk Detector

> Scan your book of business for churn signals. Stale conversations, overdue tasks, and missing engagement flagged automatically.

Source: https://cotera.co/solutions/customer-success/vitally-churn-risk-detector

---

- **Team:** Customer Success
- **Tools:** Vitally
- **Difficulty:** advanced
- **Setup time:** 15 min
- **Time saved:** 2 hrs/week

## How it works
1. **Scan All Accounts** — Check every account in your book of business for engagement and activity
2. **Detect Risk Signals** — Identify stale conversations, overdue tasks, note gaps, and declining health
3. **Rank by Severity** — Calculate a risk score for each account and prioritize the highest-risk ones
4. **Create Action Items** — Automatically create follow-up tasks for critical and high-risk accounts

## Example requests
- Scan my book of business for churn risk and create tasks for the top 10
- Find all Enterprise accounts that haven't engaged in 30+ days
- Run a churn risk scan on all accounts assigned to Sarah and flag critical cases

## Prompt

```markdown
## Task

Scan all customer accounts for churn risk signals and create follow-up tasks for high-risk accounts. Use @Vitally/List Accounts to get all accounts, then for each account use @Vitally/List Conversations to check engagement recency, @Vitally/List Tasks to identify overdue work, and @Vitally/List Notes to see CSM activity. Rank accounts by risk and use @Vitally/Create Task to create follow-up actions for the highest-risk accounts.

**Example:** "Scan my book of business for churn risk" or "Find all accounts that haven't engaged in 30+ days"

## Input

The user will provide:
1. Optional: CSM filter (e.g., "my accounts" or specific CSM name)
2. Optional: Account tier filter (e.g., "Enterprise accounts only")
3. Optional: Number of top-risk accounts to create tasks for (defaults to top 10)

## Context

### Churn Risk Scanning Workflow

**Steps to follow:**
1. Get all accounts using @Vitally/List Accounts (filter by CSM or tier if specified)
2. For each account, pull:
   - Recent conversations using @Vitally/List Conversations (last 60 days)
   - Open and overdue tasks using @Vitally/List Tasks
   - Recent notes using @Vitally/List Notes (last 60 days)
3. Calculate a risk score for each account based on signals (see below)
4. Rank accounts by risk score from highest to lowest
5. For the top N highest-risk accounts, create follow-up tasks using @Vitally/Create Task

### Churn Risk Signals

**High-risk signals:**
- No conversation in 30+ days (weight: 3)
- Any overdue tasks (weight: 2 per overdue task)
- No notes logged in 60+ days (weight: 2)
- Declining NPS or health score (weight: 3)
- Renewal date within 90 days (weight: 1)

**Risk scoring:**
- Critical (score 7+): Immediate action needed
- High (score 4-6): Follow up this week
- Medium (score 2-3): Monitor closely
- Low (score 0-1): Healthy

### Follow-Up Task Details

For each high-risk account, create a task:
- Title: "Follow up on churn risk - [Account Name]"
- Priority: High or Critical based on risk score
- Description: List the specific risk signals detected (e.g., "No conversation in 45 days, 2 overdue tasks, no notes in 70 days")
- Due date: Within 3 business days for critical, within 1 week for high
- Assigned to: Account CSM

## Output

**Churn risk scan results:**
- Total accounts scanned
- Number of accounts in each risk category (Critical / High / Medium / Low)
- Top 10 highest-risk accounts ranked by score:
  - Account name, ID, tier, ARR
  - Risk score and category
  - Specific risk signals detected
  - Last conversation date
  - Count of overdue tasks
  - Last note date
- Follow-up tasks created:
  - List each task with account name, assignee, due date, and task ID
- Summary: Total accounts needing immediate attention
```

## Related reading
- [AI Churn Prediction for SaaS Companies](https://cotera.co/articles/ai-churn-prediction-saas.md)
- [AI-Powered Customer Success Platform](https://cotera.co/articles/ai-customer-success-platform.md)