How can monthly and even hourly subscription service companies reduce the risk of churn in an ever more competitive and riskier business landscape?
Step in Customer Success Managers with their toolboxes of customer conversation.
Customer Success Managers reduce churn via customer education, coaching, and relationship building –all via old-school conversations– talking on the phone, and sometimes even in person.
Sounds easy, right?
Not so much. Customer Success managers drive strategic and meaningful conversations that require going beyond being a subject matter expert. In fact, these meaningful conversations go beyond technical expertise or product knowledge, and instead, focus on the impact of the product or solution and why that impact is necessary.
Here are 5 tips you can use to jumpstart a meaningful conversation with your customers:
5. Send handwritten notes (just like your mother taught you). This is, without a doubt, the antithesis of automated outreach, it is also a thoughtful and often unexpected method of outreach. Consider writing product anniversary cards, e.g. when a subscriber first joined, or a more general thank you note. In a time when automation rules, and commitments are low, it’s nice to have a human touch.