Churn flag

Modified on Sun, 23 Apr 2023 at 12:36 AM

Flagging Customers at risk for Churn

Customers can be flagged for churn HubSpot using a custom Company property named Churn Flag, that is automatically switched to True whenever Buyer Discovery intent signals indicate churn.

Examples of a churn indication include an existing customer viewing a competitor, or having a high level of purchase intent in your existing categories.

Creating a Churn Flag Company property

In your HubSpot instance, click on the Search icon
In the search bar, search for “Company properties” and select the Company properties option
In Company properties, click Create property
In the create a new property pane, select the Object type as Company, the Group as Company information, and the Label as Churn Flag, and click Next

In the next pane, for Field Type, select Single checkbox, and click next

In the next pane, Click create

Creating a Flow to raise the Churn Flag based on Buyer Discovery intent signals

In your HubSpot instance, click on the automation tab, then click workflows
On the workflows page, click on Create workflow, then click “from scratch”
On the workflow setup page, click Company-based, Blank workflow, and Next
On the workflow creation page, click set up triggers
In the enrollment trigger pane, for Filter type, select Company, then click Competitor Viewed 1, and then select “is equal to any of” then type in the names of the top competitors viewed

Still in the enrollment trigger pane, click AND, and then select Filter type Company, click Purchase Intent, ans select is equal to any of “High” and “Very high”

In the enrollment trigger pane, click Save
In the workflow creation page, click the plus button, and in the Choose an action page, select “Set property value”
On the set property value page, select the property to set as Churn Flag, set Churn Flag to value “Yes”, and click Save

On the workflow creation page, click Review and publish, and then click Turn on

Now in your Companies main page, you can add Churn Flag to the Main grids columns using the Action > Edit columns buttons, and then see all Companies ordered by Purchase intent to see which ones have the Churn Flag raised