Greg Daines is the founder and CEO of Churnrx.com. He holds multiple advanced degrees in business and economics from MIT and Cambridge University. This episode is a discussion about Greg's ebook 23 Ways to Reduce Churn in 2023.
Greg emphasizes that business has fundamentally changed and old ideas about customer retention no longer work.
He mentions that customer success at scale is challenging and even seemingly similar customers can have different outcomes.
Greg stresses the importance of data in justifying best practices for customer retention.
He criticizes commonly used metrics like churn rates, stating that they are often distorted and don't provide a clear picture.
The episode aims to provide actionable insights for customer success professionals, with Greg's eBook serving as a resource for reducing churn in various stages of the customer lifecycle.