Customer Success Playbook Postgame 2 - Greg Daines

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In the "Customer Success Playbook" podcast post-game show, hosts Kevin Metzger and Roman Trebon discuss their recent episode with guest Greg Daines, who delved into the primary reasons for customer churn in 2023.

Main Points:

• Churn Categories: Early, mid, and late churn, with a significant focus on early churn which comprises 70% of the churn reasons.
• Early Churn Insights:
  • Primarily caused by a mismatch between customer expectations and the services or products offered.
  • Sales and marketing strategies, including deep discounting and free trials, often contribute to early churn.
• Solutions:
  • Companies should strive to understand and align with customer goals better.
  • A focus on organizational alignment to effectively cater to customer needs.
• Greg's eBook: Encouraged listeners to read "23 Churn Reasons in 2023" available online for deeper insights. You can find Greg's ebook here.

The conversation underlines the necessity of aligning a company's offerings with customer needs to reduce early churn and foster satisfaction.

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.