I used to personally call every cancelled customer.

As VP, CS I wanted to know everything...

What problems did they have?

What was enticing about the competitor they chose?

What were the events leading up to their decision?

The results?

I understood trends impacting customers before they became mainstream.

I figured out why our competitors were eating our lunch.

I got insight into pain points of different market segments.

I was able to influence product decisions *with data* and substantiation.

I was able to identify issues and prioritize process fixes.

In some cases I was able to win the customer back.

Even if you can’t call all of them, I believe CS and company execs should be doing churned customer calls.

Because there’s so much to learn.

And you can put all those learnings to work, continually improving offerings, positioning and delivery.


We’ll be exploring how to analyze churn in today’s #CSLeadershipOfficeHours.

What’s that?

A weekly facilitated discussion forum with the CS leadership community hosted by Gain Grow Retain.

No talking heads.

No nonsense.

Just 60 minutes of pure, interactive community value.

We’d love to have you join us today, 11:30am EDT (and every Thursday).

More details 👇

View Original Discussion and LinkedIn