Customer Retention

/Customer Retention

Red Zone or Dead Zone?

By | 2019-05-21T10:49:41-04:00 May 21st, 2019|Customer Retention|

Identifying and Rescuing the Right At-Risk Customers Do these scenarios sound familiar to you? Your customer engagement team meets weekly to discuss a game plan for customers who are at risk of churning. Each member of the team has access to spreadsheets that document all the touchpoints, support tickets, survey, usage and any relevant anecdotal data about the customers who are within months of renewing. The team then makes decisions about who and how to [...]

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Investing Appropriately in Customer Success

By | 2019-05-09T21:41:30-04:00 May 8th, 2019|Customer Retention|

Why and How to Find Budget for Customer Success Software There’s no longer a debate in the recurring revenue economy about the value of existing, loyal customers. Retaining more customers who serve as advocates and contribute to your growth rate produces more total ARR over time. Consider the simple math comparing a company with a 90% retention and 20% growth rate with another company whose retention rate is 100% and whose growth rate is 30%. [...]

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The Best Defense is Great Offense

By | 2019-05-09T21:41:30-04:00 April 24th, 2019|Customer Retention, Customer Success|

How Customer Success Uses Playbooks to Mitigate Churn In the recurring revenue economy, negative churn is the name of the game. This is more than retaining customers. It’s about creating consistently excellent customer experiences that lead to a strong sense of loyalty and the willingness to advocate on your behalf. Customer advocates are the key to negative churn. Customer Success Managers lead the team in making sure all those responsible for the overall experience of [...]