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Churn is a company problem, not a customer success problem

The Proof Point

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Shifting Focus to Customer Retention

The chapter discusses the transition from solely focusing on acquiring new business to understanding churn and customer retention as a company-wide concern. It emphasizes the need for a collaborative approach across various business units to address churn effectively, highlighting the significance of delivering value to customers to prevent churn. The conversation explores the evolving landscape where conveying perceived value and maintaining top-of-mind presence are crucial strategies to retain customers amidst competitive environments.

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