Steps To Mitigate Churn

The playbook you develop for your Customer Success team should serve as a detailed guide to their regular tasks and become an integral part of their job descriptions and performance evaluations. Key focus areas to include in the playbook are:

• Account mapping
• Visual customer journey
• Up-to-date competitor analysis
• Honest SWOT analysis of your product/platform
• Clear and effective onboarding processes
• Ongoing customer training sessions
• Product adoption monitoring
• Transparent Voice of the Customer (VoC) process
• Regular CSAT and NPS surveys
• Consistent communication cadence with customers
• Internal and external accountability for account management
• Monitoring customer news and social media

While these focus areas are essential for building a successful customer success operation, this is just the starting point. The processes around QBRs (Quarterly Business Reviews), contract renewals, and other critical functions will need to be explored in greater depth in a larger discussion. During this process, we’ll work to identify the root causes of churn and develop a clear roadmap for addressing them.