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Who has skin in the CS game, the pain of bad-fit customers, techniques to combat involuntary churn

Who has skin in the CS game, the pain of bad-fit customers, techniques to combat involuntary churn

by Abby Hammer | Sep 29, 2016 | Churn

Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires and new titles. The shift to a Subscription Economy and the corresponding shift in Power to Customers means that businesses need to embrace Customer Success...
Leading indicators of customer success, effective success stories, email campaigns that reduce churn

Leading indicators of customer success, effective success stories, email campaigns that reduce churn

by Abby Hammer | Sep 22, 2016 | Churn, Metrics

As a customer success manager, you know from personal experience that there are many ways to understand whether customers are actually engaging with your products or services. Often times, you can even determine whether the customer is successful by understanding...
Bridging the efficiency gap between Sales and CS, key retention metrics, why CS should be an early SaaS startup hire

Bridging the efficiency gap between Sales and CS, key retention metrics, why CS should be an early SaaS startup hire

by Abby Hammer | Sep 15, 2016 | Metrics, Team Strategy

The boundary between Customer Success and Sales can seem foggy. When the boundary gets too foggy, these questions should be answered: Who is really responsible for upsells/cross-sells at your company? Do renewals belong to the CSM, an account manager or a special...
When churn isn’t a bad thing, ideas for automating personal emails, principles of a customer-centric company

When churn isn’t a bad thing, ideas for automating personal emails, principles of a customer-centric company

by Abby Hammer | Sep 9, 2016 | Churn, Customer-Centricity

Yup – you read that right! In a somewhat ironic twist, we’re starting this week’s Fighting Churn post with a discussion on why sometimes churn isn’t a bad thing for your business. We know you love your customers and when they...
Current customers as catalysts, startup spend on churn, CS listicle of retention strategies

Current customers as catalysts, startup spend on churn, CS listicle of retention strategies

by Abby Hammer | Sep 1, 2016 | Churn, Retention

Many businesses spend 80% of their budgets to acquire new customers and only 20% to retain current ones. As the acquisition-focused landscape becomes increasingly crowded, it’s important to recognize and value what’s actually driving your business:...

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