One of my best customers churned..
Adam, our champion (and an exec) was an early adopter. A long-time advisory board member. A tireless reference.
Then one day, in the blink of an eye, they cancelled.
What happened?
Their company was bought by a competitor and Adam was cut.
The new parent company forced our customer to jettison our software in exchange for the parent company’s system.
We never even had a chance.
The lesson?
There is way more to customer health than meets the eye.
I’m not a big believer in uncontrollable churn (maybe it’s hubris).
What could we have done differently during the “good times” to give ourselves a fighting chance at changing this outcome?👇
View Original Discussion and LinkedIn
