Minimize Churn Rate and Maximize Customer Revenue With Aviso’s CSI (Customer Success Intelligence)
Mar 25, 2025
CS and Revenue Leaders: How often have you assumed an account is happy, only for them to churn a few weeks later?
The warning signs were there, hiding in plain sight.
The slow responses. Low product usage. Negative sentiment on calls. Support tickets.
Even when customers are happy, CS teams miss opportunities to expand and upsell accounts due to chaotic workflows and the lack of a repeatable playbook.
The result? High churn rate. Missed renewal and upsell targets. Lower revenue per customer.
After speaking to dozens of CS teams, we believe the same core challenges affect all customer scenarios CS teams face across a quarter.
Be it mitigating churn risk or capitalizing on renewal and upsell opportunities.
At Aviso, we call it the Customer Data-Action Disconnect, which translates into 4 specific problems.
Scattered customer data: Customer data often lives in multiple systems: your CRM, spreadsheets, calls, email threads, ticketing solutions, and product usage data warehouses. CS teams need to swivel-chair across multiple tools to understand account behavior
Inability to gain deep account insights: CS teams are often unaware of health changes and the factors influencing them over time. This leads to delayed actions, reactive approaches, and missed signals.
The lack of repeatable playbooks for different customer scenarios: Without a centralized strategy for mitigating churn and capitalizing on upsell, cross-sell, and renewal ‘moments’, CS teams tend to ‘wing it.’ Each rep is highly individualized in how they communicate with accounts, and best practices are not documented and followed across the team.
High manual work: CS teams spend hours every week writing emails, preparing for renewal meetings, and organizing their to-dos to identify high-impact actions. This limits their capacity to strategize, build relationships, and humanize Customer Success efforts.
So, how do you solve these 4 recurring problems that stem from the Customer Data- Action Disconnect?
Enter Aviso’s AI-Driven Customer Success Intelligence (CSI)
Aviso consolidates disparate customer data, turns data into deep account insights, and triggers automated playbooks for every customer scenario. On top of customer intelligence and automation, Aviso layers Agentic Frameworks in the form of a Virtual CSM that automates mundane tasks, freeing CS teams to be more productive.
From Reactive Fire-Fighting to Proactive CS Workflows
1. Get a 360-Degree Overview of Customer Account Status With Dashboards
Rather than swivel-chair across multiple tools and tabs to understand Customer Success progress, CS managers and leaders can simply open the Dashboard and instantly gauge account status across stages, health, journeys and tickets.
You’ll start your CS review with a Business Overview of all accounts and the revenue at stake.
Then, you’ll understand accounts that are at risk of churn, dig deeper into each account, and look at corrective actions your CS team has scheduled.
With your ‘Churn Review’ out of the way, you proceed to Renewals. Dashboards show you the number of accounts ripe for renewal, the revenue you’re playing with, and the accounts that make up your number.
Let’s say you’re pressed for time and need quick reports on account progress.
Aviso lets you slide and dice your top accounts by any metric: be it ARR, churn risk, tickets, CSAT, NPS, health, product usage, engagement, and more.
You can easily review all indicators that pertain to each account, prioritize the rights accounts, and take timely actions.
2. Monitor the Pulse of Account Health With Drilldowns
In the past, CS teams would need to consult multiple tools and apply their judgment to gauge whether accounts were happy and healthy or at risk.
Not anymore with Account Drilldowns. Aviso combines account data from multiple sources and dynamically scores account health ‘live.’ You can track health trends across time, understand the factors influencing health changes, and take corrective actions.
You can customize the types of insights that influence account health and the weightage assigned to each data point. This ensures that your account health scoring matches the way you run your business.
1. Product Usage: Understand product usage trends, check for drops in usage across timelines and by features, and address concerns.
2. Customer Engagement: Check outbound and inbound emails sent, time spent across emails, and prospect emotion.
In addition, monitor what happens on calls— objections, next steps, competitor mentions, and topics discussed—and decide on the right next step for each account.
3. Support Interactions: Understand open tickets across the account, accelerate time-to-closure, and check the trend of tickets the account raises over time to gauge happiness.
4. Multi-Channel Sentiment: Get an overview of sentiment across calls and emails and gauge whether key executive contacts are happy/ unhappy with their experience. Combine these insights with data from calls (buyer interest scores, topics, themes, questions, and interactivity) to gain clarity on the overall sentiment of the account.
Take The Right Actions on the Right Accounts at the Right Time With Playbooks
Say goodbye to different CS managers executing random actions at their cadence. Automated playbooks allow your CS team to orchestrate repeatable playbooks for every customer scenario- from onboarding to churn risk mitigation to cross-sell/ upsell motions.
This allows business leaders to set a minimum standard of excellence across the CS team and achieve predictability.
You can use Aviso’s default Playbooks or set up custom ones that match your CS workflows. Aviso lets you choose your triggers and actions, ensuring you can tailor your Customer Success execution to the demands of your CS team and the nature of your accounts.
For instance, you can set up:
1. Churn Risk Playbooks: Alerts you to dropping health scores, trigger custom emails, and schedule calls and tasks
2. Renewal Playbooks: Helps you keep track of customer renewal dates as they approach, gauge their happiness, and schedule a cadence of activities to encourage renewal
3. Upsell/ Expansion Playbooks: Keeps you informed about rising account health trends, empowering CS managers to increase revenue from the account via expansions and upsell motions.
4. Automate Mundane Tasks and Drive Team Productivity With Virtual CSM
Most CS teams today spend hours every week writing emails, crafting meeting briefs, and planning to-dos.
Want your CS team to be more efficient? Pair them up with Aviso’s Virtual CSM, which works 24x7 to automate all non-customer-facing tasks to amplify CS productivity.
Aviso's Virtual CSM:
1. Creates Renewal Briefs: Using past conversations, product usage, emails, and CRM data to create a tailored renewal brief for every account as their date approaches.
2. Plans To-Dos: Creating a list of daily activities that drive the highest revenue impact.
3. Writes Tailored Emails: Leveraging account context from multiple data sources and Aviso’s home-grown Gen AI models, the Virtual CSM creates personalized emails at scale for every account. Just review the email content and hit send.
Closing Thoughts: Bridge the Gap Between Customer Data and Timely Actions With Aviso’s CSI
Customer-led revenue growth is top of mind for every business leader- yet CS teams still struggle with identifying account signals, taking proactive actions based on customer journey stages, and eliminating rote work.
Aviso’s Customer Success Intelligence consolidates customer data, turns data into insights, and triggers repeatable playbooks using account insights. Simultaneously, it makes CS teams more productive with a Gen AI-based Virtual CSM that acts as a Partner-in-Revenue for CS managers, freeing them up to drive relationships.
Our customers see a reduced churn rate, higher conversion rates on upsells, and achieve predictability in renewal revenue.
Want to protect and grow customer revenue with AI assisting your CS team?
