Is improving your company's customer retention a business priority this year?
It should be. Even small improvements in retention can generate BIG increases in long-term profit. Here are 9 proven, actionable Winning Moves that can help.
WINNING MOVE #1
Understand why churn happens in the first place
It is tough to fix something without diagnosing it first, right? In this video, we'll cover the most common reasons for B2B churn, and how to diagnose the root causes of churn in your company. Any mission to improve customer retention has to start here!
WINNING MOVE #2
Target right-fit customers from the beginning
"90% of churn happens at the time of sale." Indeed, one of the most foundational issues that causes customer churn is when a company targets the wrong customers in the first place. Here's how to target right-fit customers from the very beginning.
WINNING MOVE #3
Understand how to ace your customers' exams
What's the best way to learn how to retain more customers for longer? Ask them directly! The best companies are diligent and systematic about understanding their customers' needs by listening to them, and understanding how to "ace their exam." Here's how.
Find this useful? There's plenty more where that came from.
WINNING MOVE #4
Nail customer onboarding to shorten time-to-value
2 of the most critical milestones in a customer's journey are the moments they (1) buy, and (2) achieve their first success. But oftentimes, churn risk originates between these two milestones. Here's how to nail onboarding and shorten the time-to-first-value.
WINNING MOVE #5
Make your product or service easier to use
Churn issues are often usability issues in disguise. Fundamentally, it is tough for a customer to extract maximum value from a product or service if it is tough to use. Here's a simple playbook for systematically improving usability.
WINNING MOVE #6
Make your product or service stickier and more valuable
Want to boost retention? Think creatively about how to make your product or service "stickier," or more difficult to move away from. In this video, we'll cover 7 ways to make your product or service stickier.
WINNING MOVE #7
Embrace a proactive customer success model
Traditional customer service is reactive and focused on break-fix. But modern customer success is proactive, and focused on... a customer's success. Here's why embracing a modern customer success model can go a long way toward boosting retention.
WINNING MOVE #8
Monitor customer satisfaction continuously & systematically
It is difficult to improve customer health and success (and retention, by extension) if you aren't sure how healthy and successful your customers are. In this video, we'll cover common indicators of customer satisfaction, and how to implement.
WINNING MOVE #9
Implement customer health scoring
CSAT and NPS (from Winning Move #8) are valuable, but only two pixels in the bigger picture of overall customer health. Here's how to get a finger onto the customer's pulse, and use that to detect (and proact on) early warning indicators of churn.