Churn Rates Lie (3/4)
The biggest problem with churn rates is that relying on them can MAKE CHURN WORSE by hiding the the truth about your churn.
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Churn Rates Are Distorted (2/4)
Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.
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Churn Rate Is A Useless Metric (1/4)
In this short series, I'll explain why focusing on the customer churn rate makes it harder to solve churn, and show you a better way to oper
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Yesterday the CEO of a $250m+ ARR company asked me: "Is there one thing we can do to minimize customer churn heading into a recession?" In a
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The Ultimate Customer Early-Warning System
The key to crushing churn is knowing a customer is failing even before they do. BUT HOW?? The answer is pretty simple → Getting a...
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Video: The ultimate customer early-warning system
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4 Types of CSM (download)
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The 4 Types of CSM
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Your Company Is NOT Customer-Centric!
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Stop Studying Failure!
You can't learn to make customers SUCCESSFUL by studying FAILED customers Think about it --> The most popular method for analyzing churn...
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