What are common signs of customer disengagement?

Delayed or negative feedback is a clear indication of customer disengagement. When customers are disengaged, they often express their dissatisfaction or frustration through their feedback rather than enjoying the product or service. This kind of feedback can manifest in various forms, such as complaints about features, support issues, or unmet expectations. It’s essential for the Customer Success Manager to pay attention to these signs as they can signal that the customer is at risk of churn or may not be fully utilizing the product.

In contrast, increased product usage, frequent communication with the Customer Success Manager, and consistent product purchases suggest that customers are actively engaged with the product and getting value from it. High product usage and active communication typically reflect satisfaction and a strong relationship with the customer, indicating that improvements may not be necessary and that the customer is not at risk of disengagement.