Customer Success Report: Accounts With No Engagement in 90 Days
Customer Success Report #1: Accounts With No Engagement in 90 Days
I’m starting a short series where I share some of my favorite Customer Success reports.
These are not the standard out-of-the-box dashboards you typically get with CS platforms or CRMs. They’re reports I’ve built over the years running Customer Success and Professional Services teams because I kept seeing the same operational patterns.
The first one is simple but extremely useful:
Accounts with no engagement in the last 90 days, segmented by ARR.
As a Customer Success leader or CSM managing a book of business, one of the most important questions you can ask is:
Which customers paying us the most have we not talked to recently?
When teams get busy, it’s easy for certain accounts to go quiet. Lower ARR customers can sometimes take up more time because they require more support, while higher-value accounts unintentionally receive less attention.
This report helps surface those situations quickly.
What Counts as Engagement?
Engagement can come from several systems. Some common signals include:
Emails sent or replied to from your CRM
Customer meetings or calls
Recorded conversations from tools like Gong
Webinar or event participation
Support activity or tickets
These signals can help paint a picture of activity with an account.
However, something struck me while recording the video for this report.
The more complicated we make engagement reporting, the easier it becomes to avoid the real question.
A customer might open emails.
They might attend a webinar.
They might submit support tickets.
But if you haven’t actually had a meaningful conversation with them, the relationship may still be weak.
That’s why I like keeping this report simple and focusing on whether we’ve truly engaged the customer recently.
Why ARR Segmentation Matters
Adding ARR segmentation makes this report much more powerful.
When you sort accounts by revenue range, you can quickly see:
High-value customers that have gone quiet
Accounts that may need proactive outreach
Customers who might be slipping through the cracks
For managers, this is also a useful coaching tool.
Most CSMs are not intentionally avoiding customers. They are often responding to the loudest issues or the most urgent tickets coming in.
This report helps reset priorities and highlight where proactive engagement should happen.
Sometimes the right guidance to a CSM is simply:
“Go talk to the customer paying us the most that we haven’t engaged recently.”
Common Reporting Gotchas
One thing to watch out for when building this report is how engagement is tracked.
For example:
Calls logged through Teams or Zoom might not automatically appear in your CRM
Support conversations can sometimes look like engagement but may not include strategic discussions
Email threads about issues can give the appearance of engagement while important conversations like renewals or QBRs never happen
Being aware of these gaps can help you design a more accurate report.
Final Thought
Many Customer Success reporting frameworks focus heavily on risk signals and predictive analytics.
Those can be helpful.
But sometimes the most powerful insight is much simpler:
Which customers paying us the most have we not spoken with recently?
Answering that question regularly can help ensure that no important relationships quietly drift.
Continue the Series
This post is part of a short series where I’ll share several Customer Success reports that help teams manage risk, identify expansion opportunities, and prioritize engagement.
You can also connect with me on LinkedIn to continue the conversation.
Learn more about the work we do with Customer Success teams at
https://infinite-renewals.com