Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?
The Customer Success Channel
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How to Mitigate Churn From the Very Start of the Customer Journey
Onboarding is by far the most important stage of the customer lifecycle outside of the sale itself. Getting the right people join the kickoff calls, setting the proper scope expectations and success metrics like all the things that a good onboarding plan would do. And I also think in the onboarding phase, you can't underscore the importance of building personal relationships.
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