Live product talk — Even unicorns have leaky buckets

Joel Passen
May 18, 2022
5 Min Read
CX Strategy

Churn hurts

No matter how great your sales machine is at acquiring new customers, unwanted customer churn creates a real drag on exponential growth. If you’re not thinking about churn, you’re probably living in your own fantasy world with dragons, fairies, and other magical creatures.

SaaS companies are banking on their subscription revenue compounding. This is only feasible if you hold onto your base. What’s more: without the base, you can’t upsell and expand.

How closely are you listening to customer feedback?

Search the internet for ways to prevent churn and you’ll find all kinds of good advice. But what if we told you that your customers are sending you signals every day that have potential impact on top line revenue?

Listening to customers is harder than it sounds.

Customer-facing teams at unicorns interact with thousands of customer accounts and tens of thousands of users every month via email, chat, support tickets, video conferences, surveys, and more. Nearly 20% of of this "feedback" contains valuable insights that teams can use to improve products, strengthen relationships, and reduce churn. 

You're invited

Join Joel Passen, 3x CRO and co-founder of, for a live 30 minute product talk to see how innovative customer-facing teams are leveraging AI-based solutions to better understand, improve, and expand customer relationships — and battle churn! 

Jun 7, 2022 11:00 AM Pacific Time (US and Canada)

Register here

During this product talk you’ll learn:

  • How post-sales teams are leveraging data that has previously been hiding in plain sight to detect potential churn
  • How CX teams can easily deploy AI-based technology to gain new insights on how to deliver value to their customers
  • How product, customer advocacy, and leadership teams can access unbiased customer insights

Similar Articles

Create a self-sustaining customer reference funnel

We’ve cracked the code and productized a scalable way to harvest more customer references.

Joel Passen
5 Min Read
April 12, 2021
CX Strategy
Five steps to build a successful B2B customer incentive program

Few things are more critical to the success of a business than developing customer advocates. Every brand wants to make its customers happy. In SaaS, even minor improvements in customer experience lead to more significant gains in customer retention. Considerable increases in customer engagement significantly boost retention revenue.

Alex Atkins
15 Min Read
November 17, 2022
CX Strategy
Customer experience trends: 5 to explore in 2023

In 2022, the team at Sturdy spoke with over 100 CX leaders and attended several CX-focused conferences. What we heard was consistent — teams don’t have the correct data to look through the windshield. Instead, we are still looking through the rearview mirror. Here are some of the most common challenges. Sound familiar?

Joel Passen
10 Min Read
December 20, 2022
CX Strategy