Archives for May 2018

Churn Classification for Customer Success Management

Customer Success is when your customers achieve their Desired Outcome through their interactions with your company.

If you focus on Customer Success, churn will not be an issue. At least in theory.

To take that from a simple theory to your Operating Model, you need to put systems in place, be able to monitor their effectiveness, and routinely perform root cause analysis when things go wrong (and also when things go well so you can replicate, right?).

So while our goal is to live in a world where churn doesn’t happen, while you have it, you really need to understand it so you can avoid it in the future.

To that end, I put together this Churn Classification system (or matrix or quadrant or whatever) to help you do that.

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