Anita Toth - Churn and Retention Strategy - To keep or acquire? That is the question - S2 Ep7
Is the best path to growth dependent on retaining the customers you already have, or by acquiring new ones? This is a major bane of contention depending on who you talk to, but today we're exploring Anita's side of the argument which is all about churn reduction strategy (a.k.a retention). But in doing so, we talk about so much more, including the pivotal role the sales process plays into this whole debate, as well as customer success, support, brand and marketing. If you are bleeding customers, this is a must-listen. If your sales team are hitting quota, and your figures look strong, but customer's don't renew, and CLV is poor, this is a must-listen. What macro factors play into your figures and how much can you bend those mathematical ratios? There's not much more to say. Start listening and improve your knowledge of how growth actually works. Oh and Earl Grey tea is tasty. But I can't help but think how many people have churned from this podcast now...food for thought