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CSM Practice - The Customer Success Podcast
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
Jan 17, 2025
Mary Migiano, Head of Customer Success at Compt, shares her team's triumph in reducing churn with just four CSMs. She explains how they optimized Quarterly Business Reviews (QBRs) for greater impact and automated the renewal process to enhance efficiency. Mary also delves into the implementation of a customer success platform to streamline workflows and boost customer engagement, proving that even a small team can achieve significant results with the right strategies!
29:34
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Quick takeaways
- Implementing regular QBRs fostered open communication with customers, significantly reducing churn by proactively addressing potential issues.
- The introduction of a customer success platform streamlined operations, enabling more meaningful customer interactions while enhancing overall team efficiency.
Deep dives
Transforming Customer Success Practices
The head of customer success implemented significant changes to improve team dynamics and customer interactions. One major adjustment involved regular quarterly business reviews (QBRs) that allowed for open conversations with customers, significantly reducing surprises when addressing churn. This process shift enabled the team to proactively identify potential issues, fostering a culture of transparency and communication. As a result, customers became more engaged, ultimately decreasing the likelihood of churn.
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Listen to the best highlights from the podcasts you love and dive into the full episode