Highlights
- Almost 50,000 people enrolled on my courses and over 12,000 professionals trained to become customer success managers... there must be a reason for that !
- Looking for a $70,000 job? Want to become a Customer Success Manager?
- Unlimited access
Objectives
- You will be able to increase your retention rate,
- Increase your annual recurrent revenue,
- You will reduce your churn rate,
- Keep customers happy and loyal to your company
Program
Introduction
- About the author of How to Reduce Churn - Customer Success Manager Strategies
- Introduce yourself
- Tips to follow this customer success course on How to Reduce Churn
- What is churn and why do you need to care so much about it
- Why is reducing churn so important?
- PRACTICE #1
What you must know about churn
- Is your churn rate your fault as a customer success manager?
- Churn and your customer's journey
- Focus on what matter must as a customer success manager
- The cost of getting new customers vs reducing your churn rate
- The cost of losing customers. Churn is an opportunity, not a given
- Fundamentals of Churn
- PRACTICE #2
How to reduce churn and increase your retention - the strategies that you need
- Getting started with strategies on how to reduce churn
- Product quality vs great marketing
- Profile your ideal customers to prevent churn
- Attract the right customers to increase your retention
- Set realistic expectation and goals for your new customers, and make them happen
- Deliver excellent onboarding experience and plant the seeds for retention
- Minimize time to first value (TTFV or TFV) to lock them in
- Take them to the Wow moment, and kill any possibilities for churn
- Offer the best tutorials about your product or service.
- Offer great customer support to lo them know that you got their back
- Create content to help them be successful so they can afford your SaaS / product
- Identify which customers are at risk of churning and engage with them
- Customer Success Managers listen to their customers and gather information
- Understand where you are failing and how to improve it
- Ask for testimonials
- Make sure they use the features they need - Be THEIR Customer Success Manager
- When you mess up, fix it fast and do it right
- The Pareto Principle - Worth too much money - How much is it worth for you?
- Communication and follow up emails
- Keep an eye in your competitors and industry changes
- Install a feedback bar to understand your customers
- Real time chats, dramatically will reduce your churn and improve your retention
- Churn reduction strategies
- PRACTICE #3
The plan to reduce churn, lessons learned and faqs
- More tips and hacks
- Frequently asked questions about how to reduce churn - customer success
- What you should take from the customer success course on how to reduce churn
- What to do in the next 30 days to reduce churn in your company
- Final Message
- PRACTICE #4: What to implement next?
- How would you like me to help you?
- BONUS Lecture: Keep improving your skills with the rest of the courses
Targeted audience
CSM who want to improve
Reviews
Elnatan Marcus This was extremely helpful and a complete overview of how to reduce churn. Much needed and well delivered. Thank you Gustavo!
Sandro Rosario Gustavo was amazing throughout the whole course. Really engaging and the information was really priceless. I definitely recommend anyone to do this as you will learn really useful strategies regarding churn and retention. 5 stars. Absolutely amazing
Ariel Hollie Gustavo is an amazing teacher! This is my second course by him and I feel excited to keep learning. I also don’t mind watching the same lesson multiple times because it’s straightforward yet valuable information.
Athul Kumar R Gustavo's course had bought me more understanding of Customer success, its relevance in the modern markets and how to excel in it as a career. The concepts and examples are easy to understand and even a novice like me can be turned into an expert. More power to you and keep creating amazing courses like this! Thanks!
