### GTM Metric

Identify at-risk customer relationships

Monitor accounts generating disproportionate support requests. High support load often indicates product fit issues, training needs, or churn risk.

### Accounts with High Support Load Dashboard

**Live Preview**  
**High Support Accounts**  
28  
**-20%**  
**Avg Tickets per Account**  
4.2  
**-23.6%**  
**Support Cost per Account**  
$1,850  
**-15.9%**  
**Resolution Time**  
18 hours  
**-25%**

### Trend Analysis

Current  
Connected to Zendesk  
Updated 2m ago

## Why Accounts with High Support Load Matters

Essential insights for optimizing your go-to-market strategy

**Key Insight #1**  
High support load accounts are 5x more likely to churn than average  
**Key Insight #2**  
Proactive training can reduce support tickets by 40-60%  
**Key Insight #3**  
Early intervention with high-load accounts prevents 70% of churn cases

## How to Calculate

### Formula

Accounts with >3x Average Support Ticket Volume per Month

### Benchmarks

- Industry Average: 5-10% of accounts  
- Good Performance: 3-5%  
- Excellent Performance: < 3%

### Trend Analysis

Jan  Feb  Mar  Apr  
0  1  9  18  27  36

## Implementation Guide

How to track this metric effectively with Airbook's integrated platform

1. **Connect Your Data**  
Connect your CRM, marketing tools, and analytics platforms with Airbook's 150+ connectors. Data syncs automatically and gets transformed into analysis-ready tables.

2. **Build Your Analysis**  
Use our collaborative workspace to calculate this metric with SQL or no-code tools. Create segments, time periods, and cohort analyses across all your data sources.

3. **Track & Act**  
Build auto-refreshing dashboards, set up threshold alerts, and track trends over time. Share insights across teams and trigger actions based on your metrics.

## Effortless, direct connections

## Access clean, actionable data from business tools, databases, and data warehouses—anytime, anywhere

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## Ready to Track Accounts with High Support Load?

Connect your data sources, automate accounts with high support load calculations, and get real-time insights to optimize your business growth.

Make your move.