In this curated episode of the Revenue Builders Podcast, John McMahon and John Kaplan on the Revenue Builders podcast as they dive into the intricate world of churn with special guest Allison Pickens. Former COO of Gainsight, Allison shares her insights into scaling a company and understanding the nuanced reasons behind customer departures. From measuring churn metrics to the importance of responding to external factors, this episode provides valuable lessons for businesses aiming to enhance customer success and retention.

KEY TAKEAWAYS

[00:00:54] Superficial Understanding of Churn Causes: Alison discusses how some companies may view churn too superficially, attributing it to external factors like a change in company leadership or losing to a competitor.
[00:01:44] Strategic Response to Churn: Emphasizing the importance of responding appropriately to churn events and considering them as opportunities rather than inevitable losses.
[00:02:48] Honest Evaluation: Encouraging companies to be honest about what aspects of their operations can be improved and aligning strategies with company goals.

HIGHLIGHT QUOTES

[00:00:54] "One way in which they might think about it too superficially is they might note things, root causes that are outside of their control."
[00:01:44] "When your customer gets acquired by another company, that is not an obvious churn or like an inevitable churn reason. It might be an opportunity to expand your deployment to the larger company."
[00:02:48] "What's important is just being honest with yourself about what you can improve and what you can based on the strategy of your company at the time."

Listen to the full episode with Allison Pickens through this link:
https://revenue-builders.simplecast.com/episodes/mastering-the-art-of-customer-success-with-allison-pickens

Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4

Check out Force Management’s Ascender platform here: 
https://my.ascender.co/Ascender/

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