Customer Educated is a Trainn original podcast

In continuation from Part 1, Raman Bindra delves into explaining the true definition of product adoption and driving value to customers to prevent them from churning, he also gives a detailed guide into post churn analysis to prevent future churns from taking place.

From 6:16 we introduce an interesting discussion on real life customer churn incidents that CSM's go through and how they need to handle these situations- Missing features, bad customer success practises, low product usage etc.

02:14 Measuring Product Adoption

04:22 The Importance of Time to Value

06:16 Handling Customer Issues with Missing Features

11:37 Rebuilding Customer Trust in Account Transition

16:51 The Role of Customer Success Manager in Retaining Customers

20:15 Dealing with Competitor's Lower Price

22:07 Managing Customers Who Are Not Using the Product

26:55 Learning from Customer Churn Incidents