Use Case

Customer Success. Run Playbooks.

Your customer team runs on reports built for last quarter. Playbooks give you ranked, root-cause intelligence that moves at the speed your customer base actually needs. Connect your systems, ask a question, and get decision-ready analysis in minutes.

Customer Retention Playbook
Edit
Customer Health Summary

NRR Forecast: 104%

Down from 112% YoY. Expansion at $3.8M driven by Finance vertical, but contraction in SMB under 50 seats is accelerating.

At-Risk ARR: $540K

23 accounts show elevated churn signals. Concentration in the 12-18 month cohort. Proactive outreach historically recovers 87% within 30 days.

Upsell Window: 2,841

Accounts in optimal upsell window this quarter. TAM: $35.2M. Conversion drops 31% after day 90 post-renewal.

Onboarding: 62% Complete

SMB accounts under 50 seats showing incomplete onboarding pattern. Accounts completing onboarding retain at 3.2x the rate.

Enterprise Retention: 94%

Enterprise segment strong. Mid-Market at 81%, SMB at 68%. Startup segment at 47% and declining.

Integrations: <3 Active

67% of at-risk accounts have fewer than 3 active integrations. Primary conversion signal: 3+ integrations converts at 2.4x baseline.

Retention by Segment
Enterprise
94%
Mid-Market
81%
SMB
68%
Startup
47%
Recommended Actions
1Schedule executive outreach for Acme Corp ($180K) and Beta Inc ($95K) within 48 hours
2Deploy onboarding intervention for 340 SMB accounts under 50 seats, projected 1.8pp NRR recovery
3Implement automated churn-signal alerts to trigger Playbook on detection
The Challenge

Customers move fast. Your reporting doesn't.

A key account goes quiet. Usage drops across a cohort. Churn signals build for weeks before anyone notices. Your team finds out when the quarterly review lands. By then, the renewal is already at risk. The problem isn't data. It's the gap between what your systems know and when your people find out.

  • Signals without action

    You can see usage metrics, support tickets, and renewal dates across systems. But no one can tell you which accounts are actually at risk of churning without weeks of manual analysis.

  • Reactive by design

    Your QBR cadence is quarterly. Your churn signals are daily. By the time the customer health review is done, the best accounts have already made their decision.

  • Siloed intelligence

    Sales sees pipeline. Support sees tickets. Product sees usage. Success sees NPS. Nobody sees the full customer picture. The churn signal hides in the gap between systems.

The Shift

From tracking to understanding

Your systems track what happened. Playbooks tell you why it happened and what to do about it.

Customer Signal Playbook | Q1 2026
Prompt
Executive Summary
NRR forecast at 104%, down from 112% YoY. 23 accounts show elevated churn signals with $540K ARR at risk. Expansion pipeline at $3.8M driven by Finance vertical. SMB cohort under 50 seats showing incomplete onboarding pattern.
Narrative
Signal Overview
Expansion is strong but retention is deteriorating underneath. Net new logos are masking the trend. The 12-18 month cohort carries the highest churn risk concentration.
Customer Health
Recommended Actions
1Review 23 accounts with elevated churn signals for immediate CSM intervention
2Investigate SMB onboarding completion rates, pattern suggests process gap
3Monitor 12-18 month cohort, highest churn risk concentration in the base

Know What

See the signal. Playbooks pull data from your customer systems and present a clear, current picture of what's happening across retention, expansion, satisfaction, and risk.

Playbook Coverage

Built for the problems customer teams actually have

eyko ships with over 25 customer Playbook Ideas across seven domains. Each one is a pre-built starting point. Connect your data, pick an Idea, and get a ranked Playbook in seconds.

Retention + Churn

Churn Prediction. Churn Root Cause Analysis. Retention Cohort Analysis. At-Risk Account Scoring. Win-Back Opportunity Detection. Contract Renewal Risk.

Expansion + Upsell

Upsell Timing Optimization. Cross-Sell Propensity. Expansion Revenue Forecasting. Account Growth Scoring. Product Adoption Readiness. Seat Expansion Prediction.

Revenue + NRR

Net Revenue Retention Forecasting. Revenue Concentration Analysis. Lifetime Value Prediction. ARR Movement Analysis. Cohort Revenue Trending.

Satisfaction + Experience

NPS Prediction. Customer Satisfaction Trending. Support Ticket Pattern Analysis. Time-to-Resolution Optimization. Customer Effort Scoring.

Onboarding + Adoption

Onboarding Completion Prediction. Feature Adoption Scoring. Integration Usage Analysis. Time-to-Value Optimization. Customer Needs Forecasting.

Sales + Pipeline

Propensity to Buy. Deal Size Prediction. Sales Cycle Optimization. Pipeline Coverage Forecasting. Rep Performance Prediction.

Risk + Credit

Credit Risk Re-Scoring. Payment Risk Prediction. Warranty Claim Prediction. Customer Concentration Risk. Revenue Leakage Detection.

How It Works

From question to action in minutes

01

Connect your data

Upload a spreadsheet or connect to your CRM, support platform, product analytics, or billing system. eyko profiles your data automatically.

02

Pick an Idea

Browse 25+ customer Ideas or type your own question. eyko matches your data to the right analysis.

03

Get a Playbook

In seconds, you get a ranked, evidence-backed Playbook with root causes, risk scores, and recommended actions.

eyko Skills

Intelligence that understands your customers

eyko Skills load structured knowledge about your industry, your role, your customer segments, and your success definitions directly into the platform. Playbooks reflect your context, not generic assumptions.

  • Industry

    Domain knowledge for your specific sector and competitive landscape

    SaaSFinancial ServicesHealthcareRetailManufacturing+ Add Your Own

  • Persona

    Analysis framed for a specific leadership perspective and decision level

    VP Customer SuccessHead of RevenueCRODirector of CSVP Sales+ Add Your Own

  • Company

    Context about your organization, business units, and strategic priorities

    Your OrgBusiness UnitSegment+ Add Your Own

  • Subject

    Deep functional expertise in a specific business discipline

    RetentionExpansionCustomer HealthRevenue OperationsOnboarding+ Add Your Own

  • Application

    Goal-oriented skills tuned for specific business outcomes

    Churn ReductionNRR ImprovementUpsell AccelerationOnboarding Optimization+ Add Your Own

Without context, AI produces answers. With context, AI produces decisions aligned to your customer outcomes.

Built for CRM-Connected Customer Teams

What customer leaders are saying

Customer teams using eyko cut churn analysis and intervention planning from days to minutes.

Pre-built customer Playbook Ideas
25+
From question to ranked Playbook
Minutes
Customer domains out of the box
7

Built on decades of data integration expertise. eyko connects to Salesforce, HubSpot, your product analytics, and your entire customer stack.

eyko Ideas

Over 25 customer Ideas built in

You don't have to start from scratch. Every Idea is a pre-built Playbook starting point. Pick one, connect your data, and get a ranked Playbook in seconds.

  • Upsell Timing Optimization

    Identify the optimal moment to present upsell opportunities to each customer based on usage and engagement signals.

  • Warranty Claim Prediction

    Predict which products and customers are likely to generate warranty claims using sales, quality, and support data.

  • Propensity to Buy

    Predict which prospects are most likely to convert into customers based on intent, firmographic, and behavioral signals.

  • Net Revenue Retention Forecasting

    Forecast NRR by modeling expansion, contraction, and churn across your customer base simultaneously.

  • Customer Needs Forecasting

    Anticipate what customers will need next based on behavioral signals and usage trajectory.

  • Credit Risk Re-Scoring

    Re-assess customer payment risk as interest rate changes affect their borrowing capacity and payment behavior.

  • Churn Prediction

    Predict which accounts are most likely to churn using engagement, usage, support, and billing signals combined.

  • Churn Root Cause Analysis

    Trace churn patterns back to specific onboarding gaps, product issues, or engagement breakdowns.

  • Expansion Revenue Forecasting

    Forecast expansion revenue by account and segment based on usage growth and adoption patterns.

  • Account Growth Scoring

    Score each account by expansion potential using seat count trajectory, feature adoption, and engagement depth.

  • Customer Lifetime Value Prediction

    Predict the total revenue each customer will generate over their full relationship lifecycle.

  • Onboarding Completion Prediction

    Predict which accounts will complete onboarding and which will stall, with intervention recommendations.

Explore All Ideas

Ready to build your first Playbook?

Join the enterprises replacing weeks of manual analysis with a single prompt. See what eyko Playbooks can do with your customer data.

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