Whether you're a recent start-up, a growth stage or established business, the
principles for reducing churn and growing your existing customer revenues are the same.
After all, the customer's priority is their own business, not yours.
These two roles are often confused and misunderstood. Don't get bogged down with job titles, start with building out the job description.
The hierarchy can be created before you even hire your first employee, and iterate as you grow.
Customer Success requires servant leaders who are capable player-coaches and demonstrate accountability and empathy.
Retaining business is more economical than winning new business, making it the perfect lever to pull when aiming to scale quickly.
Some churn is inevitable. Don't let this put you off setting the bar high.
Only the customer can tell you why they're leaving you. Losing business hurts, but learn from the process.
Sounds easy, right? This is where you need to get down to the detail of setting up proven practices and processes and implementing them. Ideas have no value until they're executed and your team needs to understand the importance of execution.
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