U

Tracking Customer Journeys to Reduce Churn

Presenter: Ioana Andritoiu, Account Executive at ChurnZero

Webinar On Demand

Understanding how your customers move through the desired lifecycle (onboarding, adoption, renewal, advocacy) with your organization is a critical component of Customer Success.

If you don’t have a good handle on the milestones needed to drive your customers to success and a way to track progress, you are most likely going to encounter a churn problem. And if you aren’t experiencing a churn problem now, you certainly have a process problem, which leads to a poor experience for your customers.

In this webinar, we cover:
  • Why it’s so important to understand your customers’ entire journey.
  • How to create milestones with trackable tasks and achievements for key phases of the customer lifecycle such as onboarding, adoption, and renewal.
  • How a dedicated location to manage journeys is vital in identifying customer trends and insights.