Use a p-chart to properly monitor shifts in customer churn Let’s say you run a Customer Success team and your manager asks you to perform cohort analysis in order to better understand customer churn behaviors. Your customers renew on a … Continued
A revolutionary change may be at hand Many Customer Success teams work with customers to help them learn and deploy new software in order to increase usage and build relationships at a critical time in the customer lifecycle. Others perform … Continued
A three-level model helps focus improvement efforts. Customer retention is critical for companies with business models that rely on recurring revenue. The “leaky bucket” that is customer defection robs companies of precious revenue and profit. In cloud computing, cutting customer churn … Continued
Boston-based start-up Apptegic formally launched its new offering at TechCrunch Disrupt NYC conference last month, officially joining the fray in the emerging customer engagement measurement market. Given the very high cost of customer churn on revenue and profitability, tools such … Continued
“I just signed up for this new software package,” my friend Dr. Grace Alessi said over Margaritas at a family outing on Mother’s Day. “It’s incredible!” Formerly an internist at a family medical group, Grace started an independent medical practice in … Continued
Most customers defect because of how they were treated, notably during the initial business relationship (see “What Starts Right, Stays Right”), but product and service design can also be a major factor in customer churn. In the cloud computing business, … Continued
More cloud computing organizations are “onboarding,” implementing processes to ensure customers experience a smooth transition to their technology product or managed services right after the sale. Managers intuitively recognize the need to begin new customer relationships on a positive note. … Continued