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?👇
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