Mention one way to identify a high-risk customer.

Identifying a high-risk customer is essential for customer success management, and decreased engagement or usage patterns are a significant indicator of this risk. When customers start to reduce their engagement with a product or service, such as using it less frequently or interacting less with customer support, it can signal dissatisfaction or a lack of value being derived from the offering. This decline in activity can lead to churn, making it crucial for customer success teams to monitor and respond to these changes promptly.

By focusing on engagement levels, organizations can proactively reach out to understand the customer's concerns and work to re-engage them, potentially preventing a loss. Monitoring usage patterns allows companies to identify dropping trends before they lead to disengagement or cancellation, which is critical for maintaining a healthy customer relationship.