When Customer Success and Marketing are Besties with Kirsten Markson and Shannon Hickey of Keap
The Next CMO
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The Benefits of Combining Marketing and CS
SAS Systems has been working with marketing to improve customer retention. The two teams have worked together for a few years, but it's the first time they've combined their efforts in this way. SaaS companies often focus on churn reasons and attack them because you want that retention to go up. Do you have executive sponsorship for this kind of approach? It certainly seems to be pretty strategic.
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