Any company who has an online service, eventually experiences churn. It's important to know is that churn is a lagging indicator. By the time a customer churns, it is too late to reverse the course. Asking them if they are about to churn will not help you either. Research shows that 80% of unhappy customers won't even fill out survey to warn you before they churn. The #1 driver of customer retention is knowing how your customers use your product, to understand the value they get from it. Usage & engagement are the true leading indicators of customer health.
Customer Marketing and Advocacy through Customer Success
Existing customers make up the bulk of your recurring revenue - up to 80%! Did you know it costs 6 to 7 tim...
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Want to start interacting with Zoe in Slack? Simply type @Zoe hello or @Zoe help, and you will be guided on next steps.
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Totango User Orientation June 2017
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