If you haven't already I'd focus on spending time digging in on why you're seeing 0 usage. I agree that you shouldn't call this out to those customers as it could increase churn.
What you might try is calling up a few customers that have recently churned AND had 0 usage in the preceding months before churning. If you can talk to a few of those customers and better understand why they weren't using the solution it could give you some valuable qualitative insights. These could help you understand where the problem lies (in the solution, in the marketing/sales process, etc).Good luck!
@Christie Anderson, very neat idea. A couple of thoughts:1. I would not specicially call out the fact that an account has 0 users. My immediate thought if I am the account is "well if we have 0 users, do we need the solution?". This is especially true if I get 2-3 or more months of this email
2. Do you have information on a few standard reasons why there isn't usage? If so, could you add resources to give help/direct the customers so that they get past whatever is blocking them from using? -For example, the email could say "Hi Account, we have noticed that you have had low usage in the application recently. Typical reasons for this are A), , and C). We have included resources to help you solve for those issues. If it isn't one of those, please reach out to (insert where/who they should reach out to) if you need assistance in using our application. Good luck, hopeful to hear if the email drives the outcomes you are looking forBrian