Partnership Health and Churn Risk Assessment

Collect and review client call transcripts from 4-, 8-, and 12-week check-ins or unscheduled calls: Client Call Transcripts-Extract from Zoom; emails and other communications between the CPM and client: Email and Other relevant communication with client; XP and CPM coaching logs: XP coaching log with CPM-copy and paste from SI; and other relevant partnership details, including attendance or disciplinary information if applicable: Other details that should matter. Record the kick-off call date: Kick of Call Date. Explain why the partnership was selected for audit, such as a client escalation, XP performance concerns, a refund or credit request, or a low MQ Score involving limited communication or client access: Trigger for Partnership Audit.

Write a narrative overview, not bullet points, that identifies the client and XP, calculates partnership tenure in days from the kick-off call date to today, and describes client engagement and delegation, client sentiment toward the XP over time, the XP’s improvement or recurring challenges, and relevant external factors such as business changes or financial concerns.

Assess risks across XP Performance & Reliability, Commitment & Engagement, Business & Financial Stability, and Escalation & Trust Issues. Consider dissatisfaction, unresolved performance or coaching concerns, attendance or behavioral issues, reduced delegation, disengagement, unclear expectations, budget or leadership changes, requests to reconsider services, and unresolved breakdowns in trust. For each applicable risk, include relevant direct statements with their source, such as a call transcript, email, coaching log, or attendance record.

Assign a partnership risk level: No Risk (stable, with no signs of dissatisfaction or misalignment), Low Risk (generally healthy, with minor concerns to monitor), Medium Risk (early signs of disengagement, dissatisfaction, or financial strain requiring proactive intervention), or High Risk (strong churn, trust, or misalignment indicators requiring immediate action). Treat any request for a refund, credit, or billing adjustment as an automatic red flag for churn risk.

Prepare a CPM-SOM validation discussion before deciding on an action plan. Review whether client sentiment reflects a genuine issue or temporary frustration, whether the client remains engaged in check-ins and delegation, whether XP challenges persist despite coaching, whether expectations or skills are misaligned, whether financial or business changes are present, and whether concerns or trust issues have been addressed. Escalate any refund, credit, or billing adjustment request as a high churn risk.

Recommend suitable follow-up, such as aligning expectations, requesting direct client feedback, creating an XP development plan, or intervening when external business challenges affect the partnership. CPMs must not proactively offer credits, refunds, or billing adjustments; escalate such requests appropriately. Tailor any crisis intervention to the circumstances.

Identify the probable churn reason and choose only one AI Analysis Churn Tag, with a rationale supported by the evidence. Choose from the applicable categories, including matching issue (expertise or personality/compatibility), expectation setting (CX, Sales, or PM), XP performance (communication, critical thinking, foundational skills, leadership support, reliability, or behavior), XP resignation, lost to a competitor or in-house, client business or budget issues, lack of delegation, XP buy-out, changed client-requested skills, shared XP transition to full-time, XP long-term leave, internal/admin process breakdown, Athena-initiated decision due to client issues, lost communication, high time-to-value, onboarding curriculum, or client management issue. Distinguish partnership churn (offboarding or rematch), real/plan churn (offboarding only), and 90-day churn (offboarding or rematch within the first 90 days). Format the output using the attached template.