Tired of chasing at-risk customers? (fix that)
Are you stuck in that terrible cycle of trying to save customers from churning instead of actually working to make them successful in the first place, only to have more customers become at-risk?
I hope not, but if you are, in this week's episode of Impact Weekly, Johan and I talk about how to move from Reactive Retention to Proactive.
Listen to this week's episode here.
~ Lincoln
BTW: This week's episode does a good job of laying out what's required to make the shift from Reactive to Proactive retention, but if you want to deep-dive on this - and all things customer and revenue retention - our 2-week Impact Academy Retention training and certificate program is for you.
The program starts next Monday, September 25, 2023, and it's filling-up fast.
Learn more and sign-up here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just...
HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...
HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....