See churn coming, act in time.
Every night, Phano cross-references all your connected sources, spots the accounts that are slipping before renewal, and hands you back, in your tools, the at-risk account, its cause and the action to take. You arrive in the morning already knowing where to start.
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The concrete needs behind churn reduction
What Customer Success and Account Management teams really ask for when they talk about churn.
Your priority accounts are already at the top of the pile, without digging through the CRM, support and inbox.
Every at-risk account arrives with the why and the facts that justify it, never a red dot without explanation.
You are warned weeks before your key accounts' deadline, not the day before when it is too late.
A clear view of the exposure to know where to focus the team and defend revenue first.
Why you notice too late
Most teams learn an account is doing badly a few weeks before renewal, when little room is left. Three causes come up again and again.
Static health score
Set up once, it drifts without CS Ops to maintain it, and never explains why an account is declining.
Calendar-driven follow-up
You look at the account when the renewal date approaches, so too late to reverse a trajectory underway for months.
Siloed data
Usage, support, payment and emails live in separate tools. The signal exists, no one cross-references it.
From weak signal to action, every night
Phano reverses the order: it works the weak signal while there is still time, then hands you directly the move to make.
A weak signal emerges
Declining usage, renewal approaching, a support irritant, an exchange cooling off. On its own, none triggers an alert.
The composite qualifies each signal
Six techniques cross-reference your sources and confront their results. An isolated signal can be set aside: it is convergence that makes the diagnosis, not an automatic threshold.
The Defense Agent decides
It judges whether the account deserves your attention, explains the cause and prepares the re-engagement action. You receive the accounts that truly matter, with their justification.
You receive the account, the cause and the action
In your tools, the same day. You approve, adjust or reject.
Six techniques cross-referenced on every account
No single score is enough. Six techniques analyze each account in parallel, then the composite AI confronts their results. It is this cross-referenced analysis, not an automatic threshold, that surfaces the real risks and saves you from chasing false alarms.
Predictive scoring
A churn probability calibrated on your history, with a confidence index rather than false certainty.
Conversation analysis
Spots changes of tone and rhythm in emails, meeting notes and CRM notes.
Contact network
Maps the contacts. When a decision-maker steps back, the account is reassessed.
Business rules
Alerts on prolonged silence, an approaching renewal or a sudden drop. Configurable thresholds.
Temporal analysis
Reads trends over time, where a snapshot shows nothing.
Cross-checking and contradictions
Flags when the techniques contradict each other: a stable score against a degrading sentiment is an early signal.
For churn, the Defense Agent takes the lead
One of Phano's four agents
The weak signals of an account that is slipping
None is enough on its own: it is their accumulation that points to a departure. Here are the most frequent ones and the source where they hide. The list is not exhaustive, every portfolio has its own.
Gradual drop in usage
Logins go from daily to weekly, key features are no longer opened. Visible in product data, rarely in the CRM.
Support irritants piling up
Several tickets close together, rising resolution times, on critical features. The support tool does not talk to the CRM.
Shorter, later exchanges
Replies get shorter and delays stretch out. The tone goes neutral. These signals live in the inbox, not on a record.
Key users logging in less
The profiles that carried adoption disengage. The account stays active on the surface, but its internal relays fade.
Change of contact
A new lead on the customer side, with no established relationship with you, reshuffles the renewal decision.
Lagging financial signal
Downgrade request, disputed invoice, late payment. These signals are in the payment tool, separate from relationship tracking.
Delivered where your teams already work
Detecting reduces nothing until the finding becomes a move. The diagnosis arrives on your five channels, plus API and MCP access, in the format suited to each, where your teams already look.
Morning digest sorted by urgency
Slack
Concise alert, one-click feedback
Teams
Adaptive card in your channels
CRM
Enriched fields on the account record
Webhook
Signed JSON payload to your tools
API and MCP
On-demand access for your agents
Same benefit for a Customer Success Manager and an Account Manager: in the morning, the priority accounts are already at the top of the pile, with the context that justifies the alert. The CSM protects retention, the Account Manager arbitrates their key accounts. Neither digs through the CRM anymore to know where to start.
How much is churn really costing you?
Instant calculation, in your browser, no sign-up. Read your shortfall over three years.
Measuring churn: the cheat sheet
You only reduce what you measure cleanly. The four formulas to know to calibrate your tracking.
Logo churn
customers lost / customers at start of periodMeasures attrition in number of accounts, without accounting for their weight.
Revenue churn
recurring revenue lost / starting recurring revenueWeights each departure by its share of revenue. What matters most on a portfolio of key accounts.
Monthly to annual rate
1 - (1 - monthly rate) ^ 12Not a multiplication by twelve: the base shrinks each month.
Net churn and NRR
revenue lost - expansion (upsell, cross-sell)Net revenue retention (NRR) can exceed one hundred percent when expansion offsets more than the departures.
Go further
Your data stays yours
Security, isolation and compliance by default. Not an add-on.
Per-organization isolation
Every organization is partitioned by Row Level Security at the database level, with a double membership check server-side.
AES-256 encryption
All data is encrypted at rest across the entire database, and in transit.
Anonymization before AI
Emails and phone numbers are masked before any model call. The original data never leaves our European servers.
GDPR compliance
Export and deletion of your data on demand. Transfers outside the EU governed by Standard Contractual Clauses.
Frequently asked questions
What is a good churn rate in B2B SaaS?
It depends on the segment: an SMB portfolio tolerates higher churn than a key-account portfolio, where every departure weighs heavily. Track your churn by segment and cohort, and compare net revenue retention (NRR) once expansion is deducted. The trend matters more than the absolute value.
How do you calculate your churn rate?
Logo churn divides the customers lost over a period by the customers at the start of the period. Revenue churn divides the recurring revenue lost by the starting revenue. To go from monthly to annual, it is not a multiplication by twelve: annual rate = 1 minus (1 minus monthly rate) to the power of twelve, because the base shrinks each month.
Can you really predict churn?
You estimate a probability of departure, not a certainty. A model that claims to predict at 100 percent overfits. A calibrated probability, with its confidence index and the signals that explain it, is enough to prioritize the accounts to handle first.
Which signals show a customer is about to leave?
Cross-referenced weak signals: drop in usage, rise in support tickets, shorter and later replies, key-user disengagement, change of contact, a financial signal (downgrade, disputed invoice). None is enough on its own, it is their convergence that points to a departure.
How do you concretely reduce your churn?
By acting early, on the right accounts. Spot the weak signals before renewal, understand why an account is slipping, then run the re-engagement action while there is still room. Retention is won in the daily work of CSMs and Account Managers, not in a health score reviewed once a quarter.
How far in advance can you detect an at-risk account?
The more sources you cross-reference, the longer the window: a weak signal often appears weeks before cancellation. The challenge is not detecting a signal earlier, but spotting their accumulation while there is still time to act.
See your at-risk accounts from day one.
Connect your CRM. The first diagnosis arrives the same day, in your tools.