BI-301i · Module 3

Intervention Tracking and Effectiveness

3 min read

Every intervention executed against an at-risk account must be tracked from initiation to outcome. The tracking record captures: the account, the churn risk score at intervention, the matched archetype, the intervention type executed, the timeline from detection to intervention, and the outcome (retained, churned, or still at risk). This tracking data builds the evidence base that determines which interventions work, against which archetypes, and at which risk levels — enabling continuous improvement of the intervention playbook.

Do This

  • Track every intervention with enough detail to evaluate its effectiveness — the intervention type, the timing, the risk level, and the outcome
  • Compare intervention save rates across archetypes — if value reinforcement saves 60% of Competitive Displacement accounts but only 20% of Budget Squeeze accounts, the playbook needs archetype-specific interventions
  • Measure time-to-intervention — accounts that receive intervention within two weeks of signal detection are saved at significantly higher rates than accounts that receive intervention after a month
  • Analyze interventions that failed to determine why — was the archetype misidentified? Was the intervention poorly matched? Was the timing too late? Each failure teaches something specific.

Avoid This

  • Track only whether the account was retained — the outcome alone does not tell you whether the intervention caused the retention or whether the account would have been retained anyway
  • Skip tracking because "we are too busy saving accounts" — tracking takes ten minutes per intervention; the insights it produces improve every future intervention
  • Aggregate results without segmenting by archetype — a 40% overall save rate may hide a 70% rate for one archetype and a 10% rate for another. The segmented view reveals where to invest improvement effort