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Sekential

Churn risk

See a customer drifting away from their results before they leave.

Sekential shows the customer who is falling behind: their journey's weather, and where each of their results stands. Your Journey Agents alert your CSM and suggest a plan drawn from your Playbook; your CSM decides what comes next. Soon

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ExampleJourney weatherStormRainyCloudySunnyExampleSoonJourney AgentSuggested planTo be approved by your CSM

Today, churn is spotted too late.

The delay shows at the next check-in.

One step slips, then another. Your team learns about it at the next check-in, sometimes from the customer.

Nobody tracks what the customer bought.

Your customer judges what they get. Your team tracks usage and tickets; the results the customer signed for are written down nowhere.

The account depends on one person.

Your champion changes jobs, and nobody at the customer carries the project anymore. You find out when they stop replying.

Each CSM improvises their takeover.

An account is taken over from memory, CSM by CSM, and what worked for one customer doesn't help the next.

From the first signal to the journey back on track

  1. The signal.

    • The journey's weather follows a written rule. One step overdue, and it turns rainy; three steps overdue, a missed deadline or a paused journey, and it turns to storm.

    • Your Journey Agents alert your CSM as soon as a result slips or the customer is slow to reply. Soon

  2. The plan.

    • On the journey, your CSM reads the overdue steps, the decisions waiting on the customer, their unanswered emails, and each Customer Outcome with its target and its value achieved.

    • The Journey Agent sums up what has changed and suggests a plan drawn from your Playbook; your CSM keeps it, changes it or sets it aside. Soon

    • Your CSM can add your recovery Playbook to the journey.

  3. Action with the customer.

    • The Step Agent drafts the message for the customer, suggests the next actions and reschedules the step.

    • Your CSM approves each message before it is sent and leads the check-in with the sponsor.

    • Your customer finds in their portal what is theirs to do, and by when.

  4. What comes next.

    • The weather clears as the steps get moving again.

    • In Insights, your Head of CS sees the accounts that depend on a single champion and the decisions piling up.

    • The Brain keeps what worked; the next version of your recovery Playbook starts from it, once approved by your Head of CS or a CSM. Soon

What you use

Journeys

Each journey has its weather, set by a written rule.

Business Outcomes

Each Customer Outcome has its target and its value achieved.

AI Teammates

Soon

Your Journey Agents alert, your CSM decides.

Insights

The accounts that depend on a single champion, the decisions that are waiting.

The teams involved

Customer Success

Your CSM sees the journey that is slipping and chooses the plan.

Leadership

You see where each customer's results stand.

Support

Your team replies knowing where the customer stands.

Product

Your PMs read what the customer says about your product, in their own words.

Frequently asked questions

A journey's weather
A written rule, not a score. Storm: the journey is paused, has three or more overdue steps, or has passed its deadline. Rainy: a step is overdue. Cloudy: a step is due within seven days. Otherwise, sunny.
A health score
Sekential calculates neither a health rating nor a churn probability. Each signal points to a fact your CSM can check: an overdue step, a result far from its target, a decision that is waiting.
What the Journey Agents prepareSoon
What has changed, the result affected and a plan drawn from your Playbook. Your CSM approves the plan; nothing goes to the customer without your CSM.
What your customer sees
Their journey, their results and what is theirs to do. The weather and the AI Teammates' work stay within your team; the customer sees the plan once your CSM has chosen it.
A champion who leaves
Insights shows the accounts that depend on a single champion, and each stakeholder's disposition: champion, skeptic or blocker.
Your other tools
Sekential reads what happens in the journey (steps, deadlines, results) and the customer's Gmail exchanges. Usage of your software and your support tickets come with the integrations marked Soon.

See the customer drifting away while you can still act.

Join for free

7-day free trial.