CXChronicles Podcast - VoC Strategy, Churn & Buy-In
Listen to customer experience experts Evan Klein and Adrian Brady Cesana of CXChronicles discuss how they employed the four CX pillars of team, tools, process, and feedback to create successful...
Posts about Customer Churn
Why Customers Churn
Oversimplification of Churn
There seems to be a growing segment of “experts” striving to reduce complicated situations into overly simple constructs. I’ve read a few customer experience (CX) related...
What Is A B2B Churn Analysis Program?
A customer churn analysis is market research that highlights risks to existing revenue and opportunities to prevent future defection. It is research best conducted by a third-party expert so former...
How Do You Meet New Customer Expectations?
Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This...
5 Precursors to Customer Churn
When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics....
Customer Churn Prevention Strategies
More than likely, saving at-risk businesses and reducing the chances of customer churn is a key area of focus for your business today.
The Underappreciated Cost of Customer Escalations
Prior to founding Satrix Solutions, I was responsible for the professional services division of a prominent financial technology firm that served nearly 1,000 customers. During my tenure, I had hoped...
Is Your Company Heading for an Iceberg?
The stress of dealing with unhappy customers – it’s something we all experience at some point. Some of the implications of this problem are obvious. Maybe you or members of your team are the...
The Real Cost of Customer Churn
There are several phrases commonly used to define customer churn: defection, attrition, termination. Regardless of what losing a customer is called in your company, it can be one of the most...