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.
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?
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.
Join Joel Passen, 3x CRO and co-founder of Sturdy.ai, 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!
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?
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.
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