Case Study: a $650m cybersecurity company reduces churn risk with IcebergIQ churn analysis

a $650m cybersecurity company uncovers churn drivers with IcebergIQ in 15 interviews

A $650 million cybersecurity company was facing an unexpected rise in churn, particularly among its smaller account segments. Despite having extensive customer data from multiple internal sources, leadership could not identify the root causes. The company's VP of Customer Success brought in IcebergIQ to conduct an unbiased churn analysis to get a complete view of why customers were leaving.

IcebergIQ implemented its service by conducting in-depth, human-led churn interviews with former customers across North America and EMEA. The results surfaced key themes about relationship management gaps and justified where larger investments were needed. This analysis provided the 360-degree view required to expose root causes for churn risk and allowed the customer success team to quickly put an action plan in place.