EP27 | Jenny Campbell (DiscoverOrg) - 3 crucial customer health metrics you should monitor to prevent churn

CHURN FM

English - September 18, 2019 09:00 - 52 minutes - 35.7 MB - ★★★★★ - 32 ratings
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Previous Episode: EP26 | Yu-Kai Chou - Gamification: 4 phases of a “Player’s Journey” and how it can help you improve retention

Next Episode: EP 28 | Omid Razavi (ServiceNow) - Preventing churn by building out a product success team

Today on Churn.fm we have Jenny Campbell, Vice President of Customer Experience at DiscoverOrg.

In this episode, we discussed the functions of customer marketing inside a customer success team; three essential things that move the customer retention needle; and how to define your customer segments.

We also talked about DiscoverOrg's systematic approach when it comes to customer onboarding, how they continuously iterate the onboarding process, and how they measure the impact and effectiveness.

Jenny also shared unique insights on the challenges she faced when DiscoverOrg acquired and merged with their competitors, and how DiscoverOrg "eats their own dog food" by using their own product for sales, marketing, and customer success.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.