Unchurned - The No. 1 podcast for Customer Success
The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)
Dec 4, 2024
Ozge Ozcan, Chief Customer Officer at Forter, shares her expertise in customer experience and revenue-focused strategies. She discusses the risks of obsessing over churn, which can stifle growth opportunities. Ozge highlights the importance of hiring for curiosity and adaptability in customer success roles. She emphasizes managing churn budgets and setting retention targets, while advocating for a balanced approach that prioritizes long-term relationships. Tune in for insights on fostering collaboration and optimizing strategies for both retention and expansion.
42:49
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Quick takeaways
- Proactively communicating potential issues and managing customer expectations is crucial for maintaining trust in customer relationships.
- The demand for versatile professionals in customer success reflects a shift towards driving revenue growth rather than solely focusing on churn management.
Deep dives
Minimizing Customer Surprises
Successful customer management in high-pressure roles involves transparency and communication. It is essential to minimize surprises for customers regarding potential problems, bugs, or competition risks. By proactively informing customers of issues early on, customer success managers can help to manage expectations and maintain trust in the relationship. This proactive approach does not imply failure in one's role; rather, it is a fundamental part of the job to address potential challenges openly.
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