Manage Customer Success to Reduce Churn

One of the people I follow, David Skok, recently posted an extremely thorough overview of Customer Success Management and customer churn.  I wanted to share that here:

The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. That means making sure they get the promised business benefits they signed up for. This blog post discusses how to measure customer happiness, and how to actively manage your business to achieve it. It also looks at the newly emerging Customer Success function.

Read the rest here:

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