Reads product and support behavior for the pattern that precedes a cancellation, and puts the account in front of someone while there is still time to act.
logo churn
to the Scan's evidence — before any scope
to a system in production, not a pilot
modeled targets · not client results · timings are CRFT's standard engagement
Churn is discovered at renewal, which is the one moment it cannot be fixed. The signals were all there — usage fell, the champion went quiet, three tickets went unresolved — but they lived in three systems and nobody was reading them together.
Where the Scan startsWith your product events, support history and which save plays actually held last year.
Four lines, the same four on every system we build. Where they fall is what makes this one different from the last one.
The signals it works from. Typically connects to Product analytics, Support desk, CRM and Billing.
The calls it makes on its own, unattended, every time it runs.
Into the tools the work already lives in.
A CSM runs the play. The system is explicitly not allowed to contact an at-risk customer — the moment a renewal is in doubt is the moment a human has to be the one in the room.
The same four legs as every CRFT engagement — written for this system rather than in general.
We look at the accounts you lost last year and work backwards. The question is how early the pattern was legible, because that sets how much warning the system can actually buy you.
Scope turns on how many signals are reachable. Product events and tickets are usually enough to start; billing and champion engagement sharpen it.
Risk scoring first, plays second. A list nobody acts on is worse than no list, so the play library and the ranked list ship together or not at all.
Every save and every loss teaches it which plays hold. It gets better at your customers specifically, which is the part a bought tool cannot do.
How many weeks of warning it buys, and whether accounts it flagged were saved at a higher rate than accounts it did not.
Five inputs, a published price, a report in 48 hours. Decide with numbers — then own what gets built.