The Customer Success Channel Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?
Aug 10, 2021
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Introduction
00:00 • 3min
The Differences Between a Startup and a Big Company
02:59 • 2min
The Imposter Syndrome of Customer Success
05:23 • 2min
The Positives of Starting a New Role
07:14 • 2min
The Importance of Prioritizing Tasks
08:53 • 2min
What Is the Definition of Churn?
10:43 • 2min
How to Track Customer Churn
13:06 • 4min
The Importance of Customer Fit in the Sales Cycle
16:52 • 2min
The Relationship Between CSM Score and Customer Health
19:06 • 3min
How to Mitigate Customer Churn
21:39 • 4min
How to Manage Customer Churn
25:45 • 2min
Empathy and Customer Success
28:01 • 3min
The Importance of Health Scores in Customer Success
30:39 • 2min
How to Mitigate Churn From the Very Start of the Customer Journey
32:55 • 3min
How to Be a Successful CSM
35:33 • 2min
What Is Your Favorite Part of Being a CSM?
37:23 • 3min