Avoid the chaos of superuser turnover
One of our podcast listeners asked, "One of our superusers is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?”
This is a really interesting question that speaks to the potential chaos that can happen when a superuser leaves... but gives hope that there may be a way to stop that turnover in its tracks.
In this week's episode of our Impact Weekly podcast that just dropped today, Johan and I talk about:
- The importance of recognizing your superusers
- The reasons behind this lack of recognition
- How to boost your superusers' position
- And much more!
I love this topic because the tactics we discuss are so simple yet so powerful, it's almost silly. Almost. Still serious, though.
~Lincoln
BTW: Our next CSM training begins Monday, 29-May and is hyper-focused on Customer Retention.
This accelerated, in-depth 2-week program gives you the tools necessary to get your customer on the right path and ensures that's where they remain until they reach their goal.
This course specifically covers:
- NRR Breakdown
- Prioritization
- Orchestration
- Turnarounds
- Brainstorming Framework
- And much more!
While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on, so space is necessarily limited.
Learn more and sign-up today.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...