Today on the show we have Robbie Kellman Baxter, author of the best-selling book “The Membership Economy” and the newly launched “The Forever Transaction”.

In this episode, we talked about what a Forever Transaction is and how to implement it in your business, what influenced Robbie to write her books, and how SaaS businesses’ have changed their view on retention over time. 

We also discussed why Robbie thinks providing real value is key to cementing trust with your customers during a crisis and if you’re one of the few seeing an influx of new customers how to make sure they’re here to stay.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.