April 2017

4 types of churn, 3 approaches to maximizing CLV, 2 elusive metrics everyone biffs, 1 start-up who beat average churn by 1000% – and ChurnZERO

by Abby Hammer | Apr 27, 2017 | Churn, Metrics

Customer Success teams of all sizes and compositions can agree on at least one thing: Churn Rate is an critical metric to measure and track over time. But all too frequently, this is where a team’s analysis stops, with a single metric that lacks nuance. After...

Critical onboarding mistakes to avoid, what works (and doesn’t!) for structuring CS, predicting churn without machine learning

by Abby Hammer | Apr 20, 2017 | Churn, Onboarding

Fact: The first 90 days will decide the fate of most implementations. Though you may have many months remaining in the contract, if a customer feels let down by your onboarding, the seeds of churn may have already been planted. Failing to quickly deliver...

Winning back cancelled customers before they churn, lesser-known ways churn hurts your company, key metrics for new CS platform users

by Abby Hammer | Apr 13, 2017 | Churn, Metrics

Flashback Friday: The very first customer that ever cancelled on me actually did so 5 full months before the end of their contract. As they started to deliver the news, my rational side knew I needed to listen carefully so I could respond to their reasoning...

The anatomy of passives and detractors in NPS, why you need to call your churning customers, the only 2 reasons customers churn

by Abby Hammer | Apr 6, 2017 | Churn, NPS

If you’re not familiar with Net Promoter Score, we recommend this read to get you up to speed before you dive into this post. A few years back at a previous job, my (decidedly quirky) CEO showed up at the office one morning with a huge, heavy box....

4 types of churn, 3 approaches to maximizing CLV, 2 elusive metrics everyone biffs, 1 start-up who beat average churn by 1000% – and ChurnZERO

Critical onboarding mistakes to avoid, what works (and doesn’t!) for structuring CS, predicting churn without machine learning

Winning back cancelled customers before they churn, lesser-known ways churn hurts your company, key metrics for new CS platform users

The anatomy of passives and detractors in NPS, why you need to call your churning customers, the only 2 reasons customers churn

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