Using Your Retention Dashboard to Identify At-Risk Users
How to interpret retention metrics and use them to proactively reach out to users before they churn.
Your Retention Dashboard Explained
Data without action is useless. Here's how to turn retention metrics into saved customers.
Key Metrics to Watch
Churn Rate
Percentage of customers who leave each period. Benchmark: <5% monthly for B2B SaaS.
Active Users
Users who've logged in or used key features recently. Watch for declining trends.
Engagement Score
Combination of login frequency, feature usage, and time in product.
Onboarding Completion
Percentage who complete your defined activation milestones.
Identifying At-Risk Patterns
Red Flags:
- Login frequency dropping
- Key features unused
- Support tickets increasing
- Engagement score declining
Automated Response
Set up triggers to email users when:
- They haven't logged in for 7+ days
- Engagement score drops below threshold
- They haven't used key features
The Human Follow-up
Automation flags the risk. Human conversation saves the customer.
When you see risk signals:
- Check their usage history
- Review any support tickets
- Send a personal, helpful email
- Offer a call if appropriate
