Account C05Churn Graph

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C05 · Minimarket Berkah

WatchDashboard: Green

Risk score

4.00

Level Watch

Renewal

in 191 days

2027-04-10

Annual value

Rp 95.8M

From the contract

At risk (estimate)

Rp 19.2M

Annual value × p = 0.2

Signals

3 signals from the rule engine, total weight 4. Longer bars weigh more in the score.

Rule checksFindings present

These rule checks decide the level; triggered rules carry the weights.

Champion leftchecked, clear
Feature promise brokenchecked, clear
Competitor mentionedchecked, clear
Outreach unansweredchecked, clear
Payment riskchecked, clear
Bug tickets not linkedtriggered (weight 1)
Usage drop after release (bug)triggered (weight 2)
Tickets closed as not reproducibletriggered (weight 1)

Signal details

The facts in the graph behind each signal.

Usage drop after release (bug)
weight 2
Since 2026-07-01 · 13 evidence nodes
jendela
2026-08..2026-09
delta pct min
-31.12
bug
BUG-412
rilis
v4.12
Bug tickets not linked
weight 1
Since 2026-07-16 · 8 evidence nodes
judul bug
Transaksi mode offline sebagian tidak tersinkron ke server
bug
BUG-412
jumlah tiket
6
tiket
T0502, T0550, T0554, T0563, T0580, T0612
Tickets closed as not reproducible
weight 1
Since 2026-08-08 · 4 evidence nodes
bug
BUG-412
jumlah tiket
2
tiket
T0550, T0612

Retention actions

Based on past decisions. At-risk value Rp 19.2M is an estimate (annual value × p = 0.2).

JEV AI judgement

JEV: a retention discount is not a fitting response here (suitability 0.04); the cause is not price.

RecommendedJEV urgency 2.4/3

Escalate the open bug to Product and offer a compensation

Usage dropped on a release that still has an open bug, and related tickets were never linked to it. This is a product problem, not churn: do not answer it with a retention discount.

Triggered by: ANOMALI_USAGE_RILIS_BUG, TIKET_BUG_TAK_TERTAUT, TIKET_TAK_DIREPRODUKSI

cost as a share of the value at risk (estimate)

Estimated cost: Rp 8.0M
Rest of value at risk: Rp 11.2M

Estimated cost Rp 7,980,000 (1 free month = annual contract value / 12) vs at-risk value Rp 19,152,000 (estimate, p = 0.2) — cost is 42% of the value at risk.

Decision

OwnerDue date

Not decided yet

Saved in this browser only.

Past decisions

4 in the decision log

D-2025-08Approved
escalation · 2025-09-30 · Prioritas perbaikan · JEV fit 0.58
Arif Setiawan (Head of Product) · account C27
Bug struk ganda (BUG-398)
D-2024-07Approved
escalation · 2024-11-19 · Hotfix · JEV fit 0.54
Arif Setiawan (Head of Product) · account C13
Bug printer berdampak 3 akun
D-2025-03Approved
exception · 2025-04-17 · Gratis 1 bulan · JEV fit 0.53
Dewi Lestari (Head of Customer Success) · account C22
Kompensasi downtime 2 hari
D-2026-05Approved
escalation · 2026-04-22 · Perbaikan · JEV fit 0.47
Arif Setiawan (Head of Product) · account C35
Selisih stok transfer (BUG-405)

Scroll for 1 more.

Evidence path

19 nodes, 33 relationships from 7 source files. Click a node to see where its records come from.

CRM
Product usage
Support tickets
Bugs, releases & features
Other / derived
Derived relationship (with confidence)

Laying out the evidence path…

Signal timeline

The first signal appeared 283 days before renewal (renewal 2027-04-10).

2026-07-01283 days before renewal
Usage drop after release (bug)
- jendela: 2026-08..2026-09
- delta pct min: -31.12
- bug: BUG-412
2026-07-16268 days before renewal
Bug tickets not linked
- judul bug: Transaksi mode offline sebagian tidak tersinkron ke server
- bug: BUG-412
- jumlah tiket: 6

What-if

Turn a signal off to see what the account would look like if that problem were solved.

Usage drop after release (bug)weight 2
Bug tickets not linkedweight 1
Tickets closed as not reproducibleweight 1

Score: 4.00
Level: Watch
At risk: Rp 19.2M

Simulation only; the ranking is not changed.

Loading the account…

Signal details

Usage drop after release (bug)

Bug tickets not linked

Tickets closed as not reproducible

Retention actions

Escalate the open bug to Product and offer a compensation

Past decisions

Signal details

Usage drop after release (bug)

Bug tickets not linked

Tickets closed as not reproducible

Retention actions

Escalate the open bug to Product and offer a compensation

Past decisions