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...
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...
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...
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....
by Abby Hammer | Apr 4, 2017 | Company News
Happy Q2 Churn Fighters! Maybe it’s the warmer weather or the longer days or the explosion of cherry blossoms in the DC area (hellooooo allergies), but here at ChurnZero we’re feeling pretty lovey-dovey headed into the first few weeks of this spring. And...
Recent Comments