Customer Success Talks Reducing churn: The Power of cross-functional collaboration | Lorenzo Serva
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May 10, 2023 Join Lorenzo Serva, a seasoned customer success manager at Dynatrace, as he dives into the often tricky waters of reducing churn through cross-functional collaboration. He explores the various types of churn that threaten SaaS businesses and emphasizes the critical importance of strong interdepartmental relationships. Lorenzo shares strategies for enhancing customer retention by aligning offerings with customer needs and highlights how effective product integration can create barriers to switching. Get ready for insights that could transform your approach to customer success!
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Lorenzo's SaaS Origin Story
- Lorenzo shared his experience transitioning from human resources to SaaS, sparking his passion for customer success.
- His first SaaS exposure was implementing an HR system, revealing SaaS's transformational power across departments.
Understanding Churn's True Impact
- Churn compounds, reducing growth beyond the immediate loss as it shrinks the customer base over time.
- Not all churn is alike; voluntary churn and competitive churn have different business implications.
Simplify Onboarding Communication
- Provide customers a clear roadmap of onboarding, milestones, and success outcomes early in the journey.
- Assign as few team faces as possible and have the CSM take ownership quickly to maintain excitement and reduce churn.