Retention Strategy use case for Startups & Enterprise products - Software Dev Tools
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The document outlines a retention strategy by Claudio Cossio, emphasizing the importance of understanding customer problems and managing relationships throughout the customer lifecycle. It highlights the need for effective management tools, goals, and communication to reduce churn rates and improve user engagement. Key strategies include conducting exit interviews and assigning customer champions to enhance performance and support better business outcomes.
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Retention Strategy use case for Startups & Enterprise products - Software Dev Tools
- 1. Retention Strategy Use Case By Claudio Cossio @CCOSSIO
- 3. You are building a relationship on each step
- 4. It’s not just a quick respond
- 5. Focus Management Tools Goals Implementing a retention funnel
- 6. ● Understanding their problem ● Achieve a desirable outcome
- 7. ➔ Operations ➔ Account management ➔ Sales executive ➔ Finance You need to understand WHO you are serving
- 9. ➔ Focus ➔ Management ➔ Tools ➔ Goals
- 10. Confirm that the Customer has a real problem
- 11. Management ➔ Loop in relevant areas ➔ Heads up to finance on $ issues ➔ Interview those who leave ➔ Impact Churn rate
- 12. ➔ In/out messages ➔ Chronological ➔ Tags & Status sync ➔ Updated information
- 13. Focus on the outcome
- 14. Measure customer reactions & engagement ● Business value ○ Response rates ○ Follow up on inactive users ○ Exit interviews ○ Up selling ● User value ○ Assign a Customer Champion ○ Better output / performance ○ Pre-departure triggers
- 15. Thank you! Danke! Gracies! Gracias! Claudio Cossio @CCOSSIO