Leading indicators for churn (CS Leadership Office Hours)

Gain Grow Retain

English - May 04, 2020 13:00 - 26 minutes - 18.2 MB - ★★★★★ - 34 ratings
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Previous Episode: Onboarding: the critical milestone in B2B SaaS

Next Episode: Building the relationship between customer success and finance

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What are the leading Indicators of churn that you're looking to Identify?

Relationship breadthRelationship qualityEngagement (product, community, content)Industry / Use Case FitBusiness HealthPresence of CompetitorProduct & Support Performance

How are you tracking customer health and risk?

Mainly built Into tools like Salesforce with custom objectsAutomated aspects Include product-level data and survey responses to a particular contact or account recordCSMs are Inputting notes from calls and tracking engagement from key stakeholders

How have they changed In the past 60 days?

Looking at daily trends of data rather than rolling averages to understand very quickly what Industries may be affectedCOVID-Risk assessment to assess the risk within each Industry - then deploying playbooks for each of the IndustriesExecutive sponsor outreach has led to productive conversations

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach