Talk with Tim
Got questions about Customer Success? Ask Tim. Tim Conder is Vice President of Customer Success here at Bolstra, and has a wealth of knowledge he’s chomping at the bit to share. Ask him anything about how to get from your current state to an organization with best practices geared specifically toward helping YOUR team get YOUR customers to reach THEIR goals. Tweet #TalkwithTim or click here to submit your question.#TalkwithTim Click To Tweet
What are Customer Success parameters to reduce churn?
I interpret that your question is regarding measurements. Obviously, for any Customer Success team churn in dollars and logos is a top concern. However, what isn’t always discussed is why churn occurs. Or when it is discussed, we tend to stay focused on the obvious reactions from our customers who are churning. I hear of frustrations with functionality, missed expectations and lack of follow through. However, I feel there is a deeper underlining cause of churn that isn’t being discussed openly.
It is important to understand the causes of churn you’re facing in your company. Here are 4 things you might consider to help you take this further.
4 . Value is also the work, activities, communication and engagement between your CSM function (inclusive of other support functions) and your customers. Work management and capture is a key component of health.
There’s more where this came from. Keep the questions rolling!