01
NPS with the reason
Asks every account for a score, then why, so a low NPS comes with a reason.
Keep customers from going quiet, and learn why they leave
The CSM talks to every account: health checks and NPS as conversations, win-back, and failed payments worked by decline reason.
What it does
Coverage your CS team cannot buy back with headcount
Most accounts hear from a CSM only when they are leaving. This one talks to all of them.
02
Win-back and dunning by reason
Reopens dormant accounts and chases failed payments by decline reason, from expired cards to hardship.
03
Risk you can see coming
Flags accounts drifting toward churn before they cancel, while a save is still possible.
The status quo
A notification and a prayer is not retention
Most teams answer a cancellation with an automated offer and hope. With no conversation, no reason gets captured, and customers keep leaving for reasons nobody wrote down.
The loop
Every save makes the next one easier
The CSM keeps each account history: the last complaint, your promise, the renewal date, the bounced payment. Churn reasons roll up into patterns your roadmap can act on.
Proof
Reaching the customers a CSM team misses
A healthtech win-back study reached inactive customers at a 25 to 30% response rate, people one-way notifications never wake.
Research deployment, healthtechWhy it is different
Retention that converses and scales
| One-way tools | Human CS team | Boom CSM | |
|---|---|---|---|
| Coverage | Every customer, no conversation | A handful of named accounts | Every account, in a real conversation |
| Captures the reason | No, a dropdown at best | Yes, where there are hours | Yes, on every interaction |
| Reaches dormant customers | Swiped away | Rarely, no time | Answered like a person |
| Failed payments by reason | One generic dunning blast | Manually, if at all | Yes, by the decline reason |
“Today our retention is a notification and a prayer that the user converts. There is no conversation, so we never actually learn why they go.”
FAQ
Questions teams ask first
Is this just NPS with extra steps?
No. NPS is only the opening question. The CSM asks the score, then why, and keeps going until the reason is clear, so a detractor tells you what went wrong.
Can it actually recover failed payments?
Yes, by the reason they failed. An expired card gets a quick nudge. A hardship case gets a gentler conversation and a handoff to a person when needed.
When does a human step in?
When a save needs a person's judgment. The CSM hands off in the shared inbox with the full account history, so your team never starts cold.
The rest of the workforce
See retention you can actually staff
Bring us a cohort that is quietly slipping and we will show you the CSM reopening those accounts.