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SOLUTIONS
Customer Success
Customer Success
SOLUTIONS
Expectations for Customer Success have changed significantly over the past few years. It’s no longer enough to make customers happy, CS must prove its ability to preserve and grow revenue and quantify the revenue impact of its actions and initiatives. Outcome-Based Scoring enables CS organizations to directly improve specific customer revenue outcomes and track the revenue impact of actions, playbooks, teams, and individuals.
An excess of data without clear insights can overwhelm customer success teams, making it difficult to prioritize actions and address customer needs effectively.
PROBLEM
Limited resources prevent teams from providing personalized support to all clients, resulting in disengagement among less prioritized customers.
PROBLEM
Relying on traditional metrics (like customer satisfaction scores) can result in an incomplete understanding of a customer's needs and health.
PROBLEM
The Reef Churn Prediction model analyzes customer history, usage patterns, support and marketing engagement, etc to identify customers at risk for churn at least 6-9 months in advance of renewal. Reef provides an early warning system, delivering recommendations to your team so they can mitigate the risk well in advance of renewal. While some companies have moved towards churn prediction models, Reef automates recommendation delivery, keeps the model up-to-date, and continuously improves the model over time.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect renewal revenue for accounts with the highest probability for churn over the next 6 months
All customers (all annual contract clients)
Account, Opportunity/Contract, Product, Support
Customer Churn Prediction
Product Churn Prevention
Some companies don’t have a full churn problem but struggle with churn of specific products and related revenue. Reef’s OBS models can identify customers at risk of churning specific products that are under-utilized or not delivering value. Reef alerts the right team member well in advance of renewal, while there’s still time to change the outcome.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect renewal revenue for accounts with the highest probability to churn a purchased product
All customers with a specific product (or products)
Account, Opportunity/Contract, Product, Support
Product Downgrade Prevention
Some companies don’t have a full churn problem, but struggle with partial churn or downgrades of specific products. Reef optimizes models that consider the nuance of downgrades and revenue contraction to predict these downgrades and alert the right team member 6-9 months in advance of renewal, while there’s still time to change the outcome.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect renewal revenue for accounts with the highest probability to downgrade a purchased product
All customers with a specific product
Account, Opportunity/Contract, Product, Support
Revenue Downgrade Prevention
Some companies don’t have a full churn problem, but struggle with partial churn or revenue loss. Reef optimizes models that consider the nuance of downgrades and revenue contraction to predict these downgrades and alert the right team member 6-9 months in advance of renewal, while there’s still time to change the outcome.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect renewal revenue for accounts with the highest probability to lose revenue at renewal
All customers with a specific product (or products)
Account, Opportunity/Contract, Product, Support
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Unlock the full potential of your customer data with Reef's AI-powered Outcome-Based Scoring!
Competitive Churn Prevention
Competitive losses can be debilitating for a business and can drain revenue and morale. Reef’s Competitive Churn Blocker Model analyzes previous competitive losses to identify current customers that are most likely churn to a competitor. Reef alerts your team when it identifies customers at-risk for competitive threats so your team can engage proactively.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect renewal revenue for accounts with the highest probability to switch to a competitor
All customers with a specific product
Account, Opportunity/Contract, Product, Support, Marketing
Product Engagement
Product engagement is a strong leading indicator for future churn or growth revenue. Reef’s product engagement scoring model evaluates product engagement data signals for their correlation to churn or growth revenue.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Prevent churn from under-engaged customers and accelerate growth with highly engaged customers
All customers (or segments)
Account, Opportunity/Contract, Product, Support
Consumption Forecast
For companies with consumption-based pricing, accurate consumption tracking and predictive forecasting are critical for their business. Some companies have the instrumentation to auto-charge customers as they exceed their contracted capacity, but many companies rely on reporting to identify consumption and try to determine which customers will over or under-consume by their renewal date. The Reef Consumption Forecast model tracks consumption, provides a consumption forecast at renewal expiration, and calculates the revenue impact of over and under-consumption.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Generate accelerated ARR growth by predicting over-consumption and actioning it early. Prevent churn risk from under-consumption
All customers with a specific consumption product or products
Account, Opportunity/Contract, Product, Consumption, Support, Marketing
Reach out to our sales team for a demo today
Ready to get started?
Reach out to our sales team for a demo today
Ready to get started?
Reef.ai is an AI-powered customer data, scoring, and recommendation platform. Reef leverages machine learning to deliver Outcome-Based Scoring, AI-led customer scores optimized for specific revenue outcomes.