Customer Journey Analytics B2B Edition helps teams monitor account health across engagement, product or service usage, support and more — surfacing early risk indicators so they can act to retain high-value accounts.
With Customer Journey Analytics B2B Edition, teams can leverage guided analysis to track account activity over time and identify early signs of disengagement — such as reduced log ins, decreased product usage, declining renewal signals or low content engagement. Surfacing these patterns early helps teams prioritise outreach and intervene before churn becomes inevitable, protecting revenue and preserving customer relationships.
Understanding the reasons customers leave is essential to preventing it in future. With cohort analysis and flow and fallout reports, teams can examine historical churn events to identify common behaviours and moments of friction. For example, a spike in support tickets or a sudden drop in product usage can be indicators of churn risk. These insights help your teams refine retention strategies and inform improvements to product development, customer support and sales and marketing engagement.
Once high-risk accounts are identified, teams can take swift, co-ordinated action. Analysts can quickly share insights with sales, marketing and customer success teams through automated reports, real-time alerts and curated dashboards. They can then launch targeted re-engagement campaigns using Adobe Journey Optimizer B2B Edition, Adobe Marketo Engage or other preferred activation tools, to deliver personalised outreach to buying group members.
