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....
Recent Comments