But in the B2B world, where buyers and users are often different groups of people, what happens next? Do the intended users of our products welcome them whole-heartedly and completely shift their existing processes to incorporate this new tool their bosses signed off on? More often than I would like to admit, I’ve seen my products either shelved completely or used for individual, isolated tasks that only take advantage of a fraction of my product’s features.
To be clear, the ultimate way to reduce churn is to consistently add value to your product whether that be with new features, personalization, delight, or any other addition to your experience that makes your users feel like paying for a subscription is worthwhile.
…leads automatically opened and closed on a Trello board based on what you did inside of Salesforce. Trello would have become the dashboard for all of the other tools a company used — something that would have been insanely valuable.
Part of the customer success manager’s job is to ensure the entire company is aligned around an ideal customer so that everyone, no matter their department, can help attract and retain them.