Dillon Young, founder and CEO of Lifetime Value Media, is a seasoned Customer Success expert focused on improving retention. He reveals a three-pronged strategy that boosted a company’s retention from 83% to 98% in just 90 days. Dillon discusses the importance of crafting detailed success plans and asking insightful questions to facilitate renewals. He also shares how integrating simple Salesforce fields for sentiment analysis can refine customer insights and strengthen proactive strategies, driving meaningful engagement and reducing churn.
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question_answer ANECDOTE
Dillon's Turnaround
Dillon Young transformed a company's retention rate from 83% to 98% in just one quarter.
This was achieved through a three-pronged approach, not a single magic bullet.
volunteer_activism ADVICE
Tri-Pronged Retention Strategy
Start by asking every customer if they would renew today.
Implement success planning to address any hesitations and track sentiment tied to renewal.
volunteer_activism ADVICE
Implementing Renewal Motions
Start with a soft launch of the renewal question, allowing the team to adapt gradually.
Build supporting tools, like a Salesforce field for tracking and success plan templates.
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Dillon Young, founder and CEO of Lifetime Value Media, shares his secrets on how he turned around a company's retention rate from 83% to an astounding 98% in just one quarter!
- Learn the three-pronged strategy that skyrocketed retention rates by 15% in 90 days. - Discover how creating detailed success plans and asking the right questions can ensure customer renewals. - Find out how using a simple Salesforce field can provide deep insights into customer sentiment and drive proactive strategies.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Dillon is a career Customer Success professional, having done tours of duty in Technical Support, Training, and Implementations as well. He did Sales that one time, but doesn't like to talk about it. Since 2019, he has been a people leader in CS orgs for early stage technology companies, primarily in the financial and human resources spaces.
🔗 You may connect with Dillon via LinkedIn: https://www.linkedin.com/in/dillonryoung/
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CSM Practice - The Customer Success Podcast