Four Ways to Reduce Churn and Create a Companywide Culture of Customer Success

To reduce customer churn, it's important for every department of a company to be invested in customer success. Marketing should focus on generating leads that fit the ideal customer profile, while Sales should actively vet and quickly reject poor-fit leads. It's also important to balance product stability with new feature releases, and to provide business acumen training to customer success and account management teams. Finally, the support team should be given an elevated standing and recognized for their valuable insights into customer temperature and likelihood of churn.

Every department has an important role to play in preventing or reducing customer churn. Before a customer is onboarded, Marketing should be laser-focused on generating leads that fit the ideal customer profile, while Sales should thoroughly document a prospect's requirements. Engineering and product teams should be aware of how fast they are moving, and customer success and account management teams should receive business acumen training. Finally, the support team should be given an elevated standing and listened to for their valuable insights into customer temperature and likelihood of churn.

In order to reduce customer churn, it's important to have a company-wide cultural and behavioral mindset dedicated to customer success. Marketing should generate leads that fit the ideal customer profile, Sales should vet and reject poor-fit leads, Engineering and product teams should balance stability and new feature releases, and customer success and account management teams should be taught business acumen. Lastly, the support team should be given an elevated standing and listened to for their insights into customer temperature and likelihood of churn.