In the battle against churn, knowledge is power. As such, we devote copious amounts of time to capturing and assessing reasons for churn, from both the customer’s perspective and from our own internal perspective. We call cancelled customers, we send feedback surveys, we scour recent product usage, we review recent support tickets, seeking a clear answer …
At some point, professionally and/or personally, we have all been through a breakup. And as part of that experience, many of us have probably either uttered or received the classic breakup line: “It’s not you, it’s me.” Undoubtedly this line has been overused and overworked, causing it to become little more than a meaningless cliché. But …
In 2003, Discovery Channel launched a new show with a simple but brilliant premise: are the myths we overwhelmingly accept as true – despite clear and/or personal evidence to support this thinking – actually true? MythBusters used elements of the scientific method to test a wide variety of rumors and myths over it’s 13 year run, …
We’ve all heard the driving mantra behind Customer Success: it’s cheaper to keep an existing customer than it is to acquire a new customer. In fact, according to Harvard Business Review, it is 5 to 25 times more expensive to acquire a new customer, a fact that really hits home when you consider it in conjunction …
Today’s Churn Fighting Focus is about the importance of understanding your customers’ desired outcomes. Why is this so critical? Because as the mystical, metaphorical genius that is the Cheshire Cat tell us, if you don’t know where you want to go, how you get there makes no difference: As Customer Success professionals, we spend a great deal …
When someone mentions Quarterly Business Reviews (QBRs), as Customer Success professionals we typically think of the reviews we do with our own customers, where we recap recent successes, define future goals and strengthen our relationships with key stakeholders. But there is another type of QBR that is critical to the success of a Customer Success team: the …
Today we are going to explore one of the biggest – and yet least talked about – misconceptions around Customer Success: that you can effectively offset churn with upsells. This misconception starts with basic math; if you lose X dollars when a customer cancels their subscription (or decides to stay but pays you less because of …
As we enter 2017, what trends are shaping how companies are treating Customer Experience (CX)? What obstacles, challenges or blind spots will Customer Success, Marketing and Customer Support leaders likely run into when trying to improve CX? And, how can they do CX better? These are big, important questions and thoughtful answers are paramount to …
Ready or not, here comes 2017! As 2016 draws to a close, we want to help our readers gear up to kick their Customer Success to the next level in the coming year. This last Fighting Churn post before the new year is filled with insightful reads to help you plan and prepare for your most …
Churn Fighting Focus: Can you ignore 95% of your churn? As Customer Success pros, our instinct is obsessively worry about and vehemently fight any and all churn. Every customer we lose is a disappointment, any dips in our retention rate make us cringe. But when you dig a little deeper, it turns out that numbers can be deceptive; …
Churn Fighting Focus: Making customers’ first experiences count When the phrase “we’ve won the customer” is used, we tend to think of the moment when a prospect becomes a customer, when they first sign up for your product or service. But when 40-60% of software users only open an app once and then never log in again, the reality is …
Churn Fighting Focus: When customer relationships start right, they stay right Today we are putting on our psychology hats to take an closer look at an important fact we often forget during the daily grind: human nature affects the nature of business. But before you think about skipping over this part of the post – “this is psycho-babble …
At a high level, the journey from prospect to customer seems very straightforward: start in marketing as a lead, get handed off to Sales once qualified as a good prospect and finally arrive in Customer Success to be onboarded and made successful. But what happens when there is little communication – and even less alignment …
Churn Fighting Focus: QBR Mistakes for CSMs to Avoid Too often Quarterly Business Reviews provide little or no additional value to the client and lack focus, accountability or incentive for your client to make this meeting a priority again. It is up to you as the Customer Success Manager to make a QBR great. But how? But never …
Churn Fighting Focus: The essential skill set for Customer Success Managers You have decided to bring a(nother) Customer Success Manager on board – very exciting! But now you might be wondering where to begin your search and what type of candidate you should be looking for. If this sounds like you, never fear – you are not alone. …
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