In this article, we explore the biggest challenges Customer Success teams face and how they can overcome them by leveraging actionable data. Learn how aggregated and enriched CRM insights, real-time account Health Scores, and Playbooks can help teams move from reactive to proactive, drive retention, and unlock expansion opportunities.
Customer Success (CS) teams are expected to own retention, reduce churn, and drive expansion revenue. All while juggling countless accounts and reacting to issues after they arise.
But here’s the reality:
❌ Working in silos – Sales, CS, and Product teams lack shared insights, leading to misalignment and lost opportunities.
❌ No real-time access to user behavior data – Teams are (half) blind to how customers actually engage with the product, making it difficult to tailor interventions.
❌ Reactive engagement – Reps only intervene after issues arise, rather than proactively preventing churn or capitalizing on expansion opportunities.
❌ Generic outreach that falls flat – One-size-fits-all messaging leads to low engagement and missed conversions.
Imagine if you could identify risks and opportunities before they happen. What if you knew exactly which accounts were most likely to churn, expand, or need support—before they ever reached out?
The good news? You can.
It’s time to flip the script and move from reactive firefighting to proactive, strategic engagement. The secret? Health Scores and Playbooks, powered by real-time CRM and product usage data.
Journy is at the forefront of enabling commercial teams to take this proactive approach by leveraging behavioral intelligence and AI-driven insights. By integrating seamlessly with your CRM, product usage data, and key tools like Intercom, Gong, Stripe, and Zendesk, Journy provides teams with real-time health scores and automated playbooks that take the guesswork out of engagement.
1. Spot High-Potential Accounts
2. Personalize Outreach to Drive Engagement
3. Stop Churn Before It Happens
4. Automate Repetitive Tasks & Free Up Time for High-Value Work
5. Leverage User Behavior Data to Drive Smarter Decisions
Improved Retention – Teams can proactively engage and support accounts based on real-time insights, leading to higher customer retention and satisfaction.
Reduced Churn – AI-driven health scores help CS teams detect at-risk accounts early, allowing them to take targeted action before customers churn.
Improved CSAT Score – By delivering personalized and timely engagement, CS teams improve customer satisfaction (CSAT) by ensuring a seamless, value-driven experience.
Improved NPS – Higher engagement and proactive support result in more customers becoming promoters, leading to an increase in Net Promoter Score (NPS).
Improved Health Score – Real-time monitoring of product usage, behavior, and engagement ensures that teams always have a pulse on account health and can take timely action.
Improved CLV – With better retention, upsell, and cross-sell opportunities, CS teams can drive higher Customer Lifetime Value (CLV), resulting in greater long-term revenue.
What if your CS team didn’t have to fight churn, waste time on the wrong accounts, or scramble to hit retention g
Challenge: Delayed recognition of churn risks.
Solution: AI-driven churn detection and re-engagement strategies improved retention.
The Results:
Break down silos, unify data, and make smarter decisions.
Journy empowers Commercial teams with AI-driven insights, health scores, and automated playbooks to optimize every engagement driving changeable results and real impact.
Ready to empower your Commercial teams with real time data they can take action upon to drive better outcomes?
Changing the way you do business, case by case.
Increased Quota Attainment
Increased Conversions
Improved Pipeline Velocity
Shorter Sales Cycles
Increased Upsells
Increased ACV
Automatically surface product qualified leads.
Prioritize PQLs call lists and engage with quick actions.
Add tasks and full PQL context to existing CRM and other engagement tools.
Automated sales playbooks and collaborative inbox.
Improved Retention
Reduced Churn
Improved CSAT Score
Improved NPS
Improved Health Score Improved CLV
Automatically detect churn & expansion candidates.
Accelerate onboarding and product adoption.
Align activities around 360° customer view, with health and onboarding scores.
Automated CS playbooks and collaborative inbox.
Improved Targeting
Improved Lead Velocity
Improved Conversion
Increased Signups
Increased Marketing
Sourced Revenue
Use machine learning to uncover new sales opps.
Add slow accounts to nurturing campaigns.
Optimize engagement playbooks for maximum conversion.
Leverage any data without needing engineering.
Improved Product Adoption
Optimised DAU/WAU/MAU
Improved Time to Value
Increased # of PQLs & PQAs
Increased Virality
Analyse feature importance, usage and impact.
Build key product metrics without SQL, nor coding.
Easily create customer segments based on any product interaction.
Comply to GDPR and CCPA.
Create your free account and start driving a product-led growth strategy with the tools you're already using.