They tell you before they tell procurement.
The cancel email is a formality. The real decision leaks out weeks earlier — on support calls, check-ins, and QBRs your team is already having. Telephos reads every one and makes sure the renewal owner hears what the account already said.
Heard once. Labeled forever.
A churn tell. A compliment for a competitor. A quiet “we’re evaluating a couple of options.” Your CSMs hear these every week — and unless someone types them into the CRM before the next call starts, they’re gone. Telephos labels each moment as it’s said, then weights it by recency: what an account said last week outranks what it said last year.
“We saw the Okendo display on a friend's store and it honestly looked sharper than ours.”
“Before we renew, we're evaluating two other options for subscriptions.”
“The retention team hasn't logged into the dashboard much since the org change.”
The save happens on the call. Not in the postmortem.
A churn flag that surfaces in the churn review is a history lesson. Telephos lands the flags in your renewal prep beforethe QBR — every tell the account has voiced, in order of recency, with the suggested counter next to it. Your CSM walks in already knowing the conversation the account thinks it hasn’t had yet.
No hunting through call notes. No “did anyone talk to them recently?” One brief, assembled from everything they actually said.
Walk in knowing. Walk out renewed.
- Complimented a competitor's reporting on a support call — 8 days ago.↳ Lead with the new analytics view shipping this quarter; offer early access.
- Retention team's dashboard logins dropped to near zero after their org change.↳ Book a re-onboarding for the new team before they conclude the product stopped working.
- Asked twice how hard it is to export their data.↳ Answer it head-on in the QBR — an unanswered export question is an exit plan forming.
- Mentioned budget review moving to a new VP — 3 weeks ago.↳ Bring the usage-to-value summary; the new VP hasn't seen the wins the old one did.
One account is an anecdote. Twelve is evidence.
Some churn reasons can’t be saved account by account — they’re product problems wearing a renewal-date costume. When account after account voices the same thing, Telephos rolls the pattern up with the verbatims attached, so CS hands Product a case in the customers’ own words instead of a vibe in a retro.
That’s the flywheel: the calls that save this quarter’s renewals also fix the reason next year’s were at risk. See how it all comes together →
“Reporting can’t answer the CFO’s question”
12 accounts · trailing 90 days ↑ · 5 at renewal risk
“Migration off the old editor stalled”
7 accounts · trailing 90 days → · 2 at renewal risk
Every count expands to the accounts behind it and the exact words they used. Anecdotes in. Evidence out.
One dataset. Every team’s next move.
The same calls that protect your renewals also brief your product team and arm the rest of the org.
Hear what your book has been telling you.
Start a 30-day PoC — your transcripts, your accounts, real renewal flags before the next QBR.