The Path to seamless Customer Retention

Hi, Markus here. Welcome to a new episode of the Customer-Value-Led-Growth Newsletter.

I share strategies and guides to help you to become a proactive CSM delivering more value for your customers and revenue for your company every week.

If you are not a paid subscriber, here’s what you might have missed:

• 5 highly effective Tools every CS Team needs to use

• The not-so-Secret to high Product Adoption

• How to build a Customer Success Metric System that rocks

• Customer Onboarding that drives Growth

• How to build a dedicated Customer Success Plan

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Customer renewals are not won on the renewal date because it’s not an event. They are won on the 364 days before.

They do not depend on your sales skills and techniques. They depend on the value customers have received up to this renewal.

Customers have purchased your product because they want to accomplish their goals. Depending on what you are offering they came for

• increasing revenue

• reducing costs

• eliminating risks

• hiring the best people

• building their brand

• …

If your customers have received what they came for they will stay. If not, they will churn. With a few exceptions namely when customers have missed their goals by a narrow margin and you can negotiate a second chance.

However, there’s no such thing as“retention strategies”. There’s only one and it’s called delivering customer value.

In today’s post, I’ll show you a strategic and repeatable way to meet and exceed your customers expectations - the CSM Operating System:

1. Customer Discovery

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