Churn is a signal into whether your customers are happy and getting value out of your product. It is also one of the five key performance indicators that business owners and investors look for to determine if a company is healthy or not (a healthy churn number is < 5%).
As VP Client Success at viafoura a big portion of that churn falls on my shoulders (I am happy to say that we are under that 5% number and very proud of keeping our customers happy and successful). Churn however is not a one person or one department responsibility. From my own experience and research Client Success has a direct impact for 50% of churn. But what about the other 50%?
I came across a great article from Preact (who sells customer success software). They surveyed their clients and came to the same conclusion I have when it comes to who owns churn.
Client success has a direct impact on 50% of the churn metric and for the other 50% Client Success has a strong influence on its direction. Continue reading Who Owns Churn and How Do You Fix it?