Check out the full writeup here.
Topics discussed in this episode:
Eating your own dog food
- It’s essential to know how your products work from a customer perspective. At Close, Stephany says that the sales and CS team both use the product on a day to day basis. It’s easy to put yourself in the shoes of your customers when you already are there in the first place
Learning from customer feedback
- When you listen to your customer, you will no longer have to wonder what is wrong with your product or how you can make them stay. They will proactively point out the areas in your product that they want improved. The key however is to act on that feedback, don’t just write it down.
The two buckets of churn
- Putting churn into two buckets: avoidable churn and unavoidable churn. If you’ve done your offboarding properly, you’ll know if a customer left due to a reason that is within your control or not. Focusing on responses you get from surveys that contain something like a lack of a feature request, an adoption issue, and so on will empower you to observe fixable trends to give retention a boost.
This is a ProfitWell Recur production—the first media network dedicated entirely to the SaaS and subscription space.