Connecting CS & Community Churn Signals

Session Abstract

CS teams and community teams each hold part of the retention picture, yet many organizations never connect them. In this hands-on session, you’ll work directly with a partner team, or think like one, to map where those blind spots live and what to do about them. You’ll complete a “Signal Exchange” worksheet that maps the churn signals CS and Community already track against the ones other teams see. That exercise will give you a clear view of where your teams’ blind spots overlap and where they don’t. You’ll leave with at least one concrete signal-sharing action to test with your CS or digital customer hub counterpart, one you can bring back to your team this week.