D
B
You manage a portfolio of business clients using a digital account management experience. Over the last month, weekly engaged accounts fell from 62% to 49%, and average logins per active account dropped from 5.1 to 3.8. The decline started two weeks after a new self-service reporting workflow launched, while outreach volume from account executives stayed flat. Leadership is concerned because lower engagement has historically led to weaker renewal rates and fewer cross-sell conversations.
What steps would you take if you noticed a significant drop in client engagement?
