For Customer Success Leaders
We’re now living in a new era
Being a CS Leader in these fast-changing times is challenging.
Every few years there’s a new way to do things.
Every few years, there’s a shift in focus.
We’ve now entered into a new era. It’s an era defined by customers wanting and demanding better customer experience (CX).
This demand for better CX is so serious that in some markets,
63% of customers leave after one poor CX.
I work with B2B SaaS companies that are looking to thrive in this new relationship-centric era.
Going forward, excellent CX is what will differentiate the successful SaaS from all the rest. And that excellent CX shows in low churn rates.
I’ll show you where to improve your CX to reduce your churn. You’ll be feeling confident that you’re on the right track to getting your churn under control.
Have a confidential call with Anita
The game is quickly changing
Companies that didn’t shift in the last era to a customer-centric focus are quickly disappearing.
In the last 15 years alone
52% of Fortune 500 companies have disappeared
SaaS in Marketing Technology 2011
SaaS in Marketing Technology 2019
This fast-growth trend is happening in every B2B SaaS category. Simply having a unique product or feature set isn’t going to cut through the clutter.
In this new era, CX and deeper customer relationships are the new points of competitive differentiation.
Companies that focus on creating the best CX, and developing deeper relationships with their customers, will have low churn and thrive in this new era.
Looking to thrive in the new era with low churn?
Have a confidential call with Anita
Customers have the power
Gone are the days when customers had to put up with terrible CX because they lacked options. With so many SaaS on the market, coupled with low switching costs, customers now want and expect better CX. And they’ll churn to get it.
Success in the new era
Companies with low churn focus on 3 key areas:
#1. Deep Feedback
We’re talking about going beyond NPS, CSAT and CES. Companies that are succeeding in the new era have deep customer feedback systems and loops that provide valuable information for making confident business decisions, resulting in lower churn, higher adoption and increases in expansion revenue.
Anita suggested we should conduct a proper survey and summarize the results. The outcome had several important eye-openers for me. Yes, I did get my scientific confirmation that we’re on the right track with where we’re going with Trademark Factory. However, I also got much needed clarity.
#2. Deep Segmentation
Simple segmentation of customers by contract value or high or low touch is no longer enough. Successful companies now thoroughly segment customers by creating 3 layers of segmentation: firmographics, behavior, and goals, resulting in higher net revenue retention, increased expansion revenues, and greater second-order revenues.
Anita helped us to make a strategy of improving every single customer, maximizing or growing the revenue for each type of customer.
#3. Frictionless Onboarding
Poor or difficult onboarding can quickly take customers from excitement to disappointment. New-era companies are continually improving the onboarding experience, providing customers with better CX. The result? Lower 30, 60 and 90 day churn rates.
I had the pleasure of working with Anita as she advised us on our UX and onboarding process. Anita got into the shoes of our customers, signing up for our platform and noting absolutely everything in detail which was a major boost to our team and product development. The feedback she provided was invaluable.
If you’re ready to join those companies already succeeding with low churn rates in this new era, let’s talk. Click the button below and you’ll be taken to a quick form and my calendar. We’ll have a confidential conversation about the churn services you need and see if I’m able to help.
Because I work so closely with my clients to help them achieve the goals they’re seeking, I only take on 1 or 2 new clients a month. Depending on my availability, there may be a chance that I can only take you on as a client at a later date.
This brings me to my last point, which is enormously important—you don’t have to continue to be frustrated by struggling to reduce churn.
In our talk, if we agree that working together would be a good idea, you can relax knowing that you’re supported in your churn reduction activities.
I look forward to speaking with you soon.
All the best,