cotera

Vitally Churn Risk Detector

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

Churn preventionRisk scoringProactive outreachPortfolio management

The Challenge

You manage 100 customer accounts. One day, a customer emails to cancel their subscription. You check Vitally and realize you had not talked to them in two months, they had three overdue tasks, and their CSM had not logged a note in six weeks. All the warning signs were there, but nobody saw them because manually checking 100 accounts for churn risk every week is impossible. By the time you notice, it is too late to save the customer.

What This Prompt Does

Scan All Accounts

Check every account in your book of business for engagement and activity

Detect Risk Signals

Identify stale conversations, overdue tasks, note gaps, and declining health

Rank by Severity

Calculate a risk score for each account and prioritize the highest-risk ones

Create Action Items

Automatically create follow-up tasks for critical and high-risk accounts

The Prompt

The Prompt

Task

Scan all customer accounts for churn risk signals and create follow-up tasks for high-risk accounts. Use @Vitally/List AccountsName it "Vitally/List Accounts" and call it with @Vitally/List Accounts to get all accounts, then for each account use @Vitally/List ConversationsName it "Vitally/List Conversations" and call it with @Vitally/List Conversations to check engagement recency, @Vitally/List TasksName it "Vitally/List Tasks" and call it with @Vitally/List Tasks to identify overdue work, and @Vitally/List NotesName it "Vitally/List Notes" and call it with @Vitally/List Notes to see CSM activity. Rank accounts by risk and use @Vitally/Create TaskName it "Vitally/Create Task" and call it with @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 TasksName it "Vitally/List Tasks" and call it with @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 TaskName it "Vitally/Create Task" and call it with @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

Example Usage

Try asking:

  • →"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"