The Customer Success experiment: How focusing on long-term value solved our retention problem
Nutshell
JUNE 2, 2019
In other words, the customers we worked so hard (and opened our wallets) to obtain through marketing and sales efforts were beginning to cancel one year after their signup date. Starting in June of 2018, I began scheduling a few hours a week for myself to connect 1:1 with new signups, and I listened. Nutshell sells subscriptions.
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