Rev-n-u Unplugged We Had To Look At Ourselves
Jan 6, 2026
The discussion kicks off with a focus on why executives must confront churn and enhance customer experiences. Insights reveal a deep dive into churn metrics, highlighting the leaky bucket analogy. The conversation emphasizes the importance of cascading accountability, ensuring each team understands their role in customer retention. Leaders are challenged to reflect on their responsibilities in reducing churn and improving overall retention strategies.
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Executives Must Inspect Their Own Roles
- Companies must examine churn causes beyond sales to improve customer experience.
- Executive teams need to inspect their own departments for retention failures.
Fix Churn Before Chasing Growth
- Achieving aspirational growth requires confronting churn metrics directly.
- The leaky bucket analogy shows growth stalls if retention holes aren't fixed faster than acquisition.
Leaky Bucket Moment On Stage
- The team used the leaky bucket visual to explain why filling faster fails if holes remain.
- Saying this on stage caused a pause and helped the company start cascading accountability for retention.