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Transform your customer retention with our team of world-class retention and growth experts. Accelerate your path to driving retention and growth - profitably - with one of our fractional CCOs. You can get the expertise of an experienced Chief Customer Office (CCO) before you otherwise would by contracting one of our CCOs part-time. Schedule a Consultation Strategy Working closely with your existing team, your fractional CCO will: Identify current strengths, weaknesses, and opportunities in how you onboard, retain, grow, and support your customers. Develop a long-term plan for how your customer organization will maximize customer growth and scale the company profitably. Identify and enact the initial and subsequent steps to realize the long-term plan. Contact us now to find out if a fractional CCO is right for you → Organization Working closely with your existing team, your fractional CCO will : Define the right roles and organizational structure to delivery retention and growth. Identify opportunities for efficiencies - where to invest and where to divest. Define how the customer organization will work with other organizations across the company. Learn how our CCO will build your customer organization → People Working closely with your existing team, your fractional CCO will: Define job descriptions, levels, and career paths. Evaluate the current team, identify leaders and opportunities to hire, and create individualized development plans. Coach their direct reports to develop them as leaders. Get the most of your people with a fractional CCO → Metrics Working closely with your existing team, your fractional CCO will : Define a clear set of metrics for customers and each department to ensure customers and the company succeed. Ensure consistent measurement of key metrics. Establish reporting and correction cadences to drive action and ongoing relevance. Learn how our CCO will establish your customer metrics → Get The ChurnRX Playbooks Your fractional CCO will bring with them the world-class services of ChurnRX: The 4 Key Customer Success Playbooks Churn metrics and dashboards for diagnosing and managing your retention. Training content to develop mid-level leaders. Skills training for Onboarding Specialist, CSMs, and Support Reps. Get the most affection playbooks with a fractional CCO → Other Retention Consulting Needs? Schedule a Consultation

Come and learn from Seth Johnson, VP of Customer Experience at LearnUpon, how he tackled shifting his organization's mindset from "Customer Service" to "Customer Success." On-demand: Shifting Your Team’s Mindset from Customer Service to Customer Success Come and learn from Seth Johnson, VP of Customer Experience at LearnUpon, how he tackled shifting his organization's mindset from "Customer Service" to "Customer Success." Seth has led highly successful Customer Success organizations, previously as the Vice President of Customer Success at Lucid, and before that as the Sr. Vice President of Customer Success at Instructure. This will be an extraordinary conversation that you won't want to miss! Watch this session on demand First Name Last Name Email View Session

Become a certified retention expert. Every team in the company plays a vital role in reducing churn. Our retention training courses certify your people in the proven churn-fighting playbooks that work and upgrade their confidence with the key skills to be effective. Provide your team with the Power Skills they need to fight churn with ChurnRX's Live Expert Training. Expert Training for Revenue Teams to improve retention and scale. Schedule Discovery Session Conventional methods produce conventional results. See the impact of our unconventional yet proven playbooks and skills. 89% Reduction in Early Customer Churn 84% Decrease in Rep Onboarding Time 100% Reps report having greater confidence on calls 150+ Certifications issued in 2023 Up-skill your people with the right training. Our three expert training programs have proven to increase customer retention, improve rep performance, and enable departments to scale. CORE POWER SKILLS REVENUE TEAMS The key skillsets needed for all Revenue Team employees. Learn more ↓ ADVANCED POWER SKILLS CUSTOMER SUCCESS Next level skills for seasoned Customer Success professionals. Learn more ↓ LEADERSHIP POWER SKILLS REVENUE LEADERSHIP Proven leadership development for current and emerging leaders. Learn more ↓ Each of our three programs is tailored to your company, your teams, and your unique mission. Ready To Get Started? Core Power Skills Training The Key Skills for All Revenue Team Reps CORE POWER SKILLS REVENUE TEAMS Duration: 4 weeks, 2 hours per week Participants: Teams of 5+ Private Team Training Who is this for? Customer Success Managers Account Managers Support Agents Account Executives BDRs & SDRs Revenue Team Leaders Training Outcomes: Better customer retention Improved Rep Skills Improved Rep Confidence Identify true customer goals Scalable new hire training Revenue Team Certification SCHEDULE Week 1 Week 2 Week 3 Week 4 • The 3 Laws of Customer Retention • Identifying Customer Goals and Key Results • Successful Customer Workshop • Aligning and validating customer results • Running effective meetings • Improving meeting show rates with customers • Confidently engaging with customers • Validating results with customers • Implementing playbook at scale • Measuring and Materializing Customer Results • Repeatable Team Playbooks and Processes • Operating at scale CORE CUSTOMER POWER SKILLS • Power Statements • Start With Why • Upleveling • Set The Target x8 • Meeting on Purpose • Starting With Purpose • Redirecting • Driving Next Steps TEACHING METHODS Private, tailored training for your company and teams Live training sessions with direct feedback Rep and Manager Workshops Real-time role plays and exercises Downloadable guides, decks, scripts, and templates Schedule Your Team Training Key Skills Traiing “Working through the 8 Power Skills greatly helped me hone in on how to effectively identify customers' concerns and establish a specific strategy on how they will achieve results. The structure of this method gave me confidence in how to drive the conversation forward and properly show a customer how they know they will win.” Ian Nyb erg Account Executive, Drip Advanced Customer Power Skills: Next Level Skills For Customer Success Teams ADVANCED CUSTOMER POWER-SKILLS CUSTOMER SUCCESS Duration: 4 weeks, 2 hours per week Participants: Teams of 5+ Private Team Training Who is this for? Customer Success Managers Account Managers Customer Success Leaders Training Outcomes: Increased Custom er Retentio n Ability to predict customer risk Decrease issue resolution time True Customer Health Report Advanced Customer Sucess Certification SCHEDULE Week 1 Week 2 Week 3 Week 4 • Leading vs. Lagging Indicators • True Root Causes of Churn • How to Identify At-Risk Customers • The 6 Churn Drivers • Building your Red Account Process • Engaging Customers to Change Behaviors • Proactive vs. Reactive Power Skills • How to Defuse high-tension customer situations • Aligning Customers to Results • Building your at-risk customer process • Tracking, managing, and reporting on at-risk customers • Implementing playbooks to operate at scale ADVANCED CUSTOMER POWER SKILLS • Key Customer Actions • Committing to Action • Following Up • Acknowlogize x7 • Escalating on Purpose • Anchor to Results • Headlines Method TEACHING METHODS Private, tailored training for your company and teams Live training sessions with direct feedback Rep and Manager Workshops Real-time role plays and exercises Downloadable guides, decks, scripts, and templates Mock Process Modelling Schedule Your Discovery Call Now! Advanced Power Skills Tailored Training Programs. On-Demand. Each of our three training programs comes with on-demand content that provides both supplementary training and ongoing reinforcement of your new skills. Additionally, your team will have lifetime access to our template library, stocked with ready-to-use presentations, skill guides, templates, and more. Learn more ↓ Leadership Power Skills: Proven Skills For Current & Emerging Leaders LEADERSHIP POWER SKILLS REVENUE LEADERSHIP Duration: 4 weeks, 2 hours p er week Participants: Leadership Teams of 2+ Private Team Training Who is this for? Revenue Team Leadership VP's, Directors, Managers Sales, CS, Operations Training Outcomes: Become expert leaders Improved customer retention Reduce Team & Rep Burnout Ability to scale your teams Effective Team Operations Cross-Departmental Alignment Expert Leadership Certification SCHEDULE Week 1 Week 2 Week 3 Week 4 • Five Core Management Principles • Leadership vs. Management • Managing to Correct Expectations • Measuring What Actually Matters • Contingency Planning • Skill vs. Will Coaching • Effective Coaching • Productive Team Meetings • One-on-Ones's for Growth • Building Your Manager Operating Rhythm • Cross-Departmental Strategy and Alignment • Quality and Process monitoring at Scale LEADERSHIP POWER SKILLS • Quality Monitoring • Effective 1x1's • Team Meetings • Employee Success Strategy • Role Play Method • Measure & Materialize Results x6 TEACHING METHODS Private, tailored training for your leadership teams Live training sessions with direct feedback Leadership workshops and follow-throughs Real-time role plays and exercises Downloadable guides, decks, scripts, and templates Mock Process Modelling Schedule Your Discovery Call Now! Leadership Development Program How Do We Ensure Your Success? BEFORE Pre-Training Sync We meet with you before training starts to learn and understand your unique use case and team needs. DURING Tailored Fit We take our proven methods and tailor the training, workshops, and exercises to your specific teams. AFTER Post-Training Support Once a client, always a client. We'll be a resource you can contact for additional guidance and support. Training Guides Example Training Guides & Templates A small sample of our training & resource library, which is available to each one of our clients. For life. pdf pdf Ready to up-skill and scale your teams? Book your discovery call today! Schedule Your Discovery Call

Keep your customers. The best companies know why their customers leave and more importantly why they stay. ChurnRX offers premier retention analytics, consulting, and training to help you improve customer retention. The Scalable Approach to Reducing Customer Churn The ability to drive customer retention at scale relies on deeply understanding your churn and executing the plays that matter. ChurnRX is the answer. Get Started Learn More → How does ChurnRX help you keep your customers? ChurnRX combines customer data you already have with benchmark data from companies like yours to reveal why your customers stay and how to retain your failing customers. A unique set of metrics and tools enables you to design effective customer retention strategies and track your team's effectiveness. Learn More → BENEFITS OF CHURNRX Customer leaders need the right data insights and expertise to align everyone to produce phenomenal customer results. Your expert partner to drive retention for growth Selina Eizik, COO Working with ChurnRX, we were able to not only efficiently scale our Customer Success efforts but also drive improved retention. They helped us to implement key processes, educate our teams and drive greater value to our customers. Mark Bissell, CCO It is always exciting to sit with a true expert who has a passion for their craft. You won't meet anyone with more expertise on customer retention than this team. I was amazed by ChurnRX's level and depth of knowledge. Star Hoffer, COO The insights that ChurnRX was able to provide changed how I articulate churn to our leadership and the board. They also pointed out in the data where we made changes in CS that impacted retention in a meaningful way, which was so validating. POWERFUL INSIGHTS Know exactly why your customers stay, and why they leave Reducing churn at scale is impossible without a clear understanding of what is really causing it. But conventional retention metrics don't work. The ChurnRX Platform shows you clearly what's driving your churn and what you can do about it. And our unique churn benchmark - with over a million customer records - reveals how your churn compares to other companies like yours. Learn More → PROVEN RESULTS A precise churn prescription that delivers real results. Our most successful customers see a 6x improvement in renewals when using ChurnRX to focus on their highest-value retention opportunities. 4x Longer Customer Lifespan 6x Improvement in Renewals 89% Reduction in Early Customer Churn 2M+ Customers in Benchmark Get started now with a free churn consult Get your free expert churn consult, and start your company on a new growth trajectory by understanding what you can do to reduce churn fast! Get Started Today They don't just tell you what's wrong. They help you fix the problems by training your team, building process and improving on things as they are tested. Ian J. | Director, Strategic Accounts Read Review→ Get your copy of the 23 Ways to Reduce Churn in 2023! Get Your Free Copy Now!

Do you have a churn problem? Find out with our Free Churn Consult! Are you still using Monthly Churn Rates as your primary metric?  Stop spending countless hours digging through churn reports and canceled customers, all without learning what is causing your churn. This free report will help you understand exactly what is driving your churn. Your Churn Metrics are Lying to You Find out what kin d of churn you really have. Get your free churn consult to learn how to diagnose what's really causing your churn, an d how you compare with our exclusive benchmarks. Schedule your free consultation Chun Analyis Pag Get Started Free Get Your Free Churn Consult First Name Last Name Work Email Company I agree to ChurnRX's Terms & Conditions Get Started Today! Fill out the form to grab time on our calendars for your expert churn consult! Selina Eizik, COO Working with ChurnRX, we were able to not only efficiently scale our Customer Success efforts but also drive improved retention. They helped us to implement key processes, educate our teams and drive greater value to our customers. Mark Bissell, CCO It is always exciting to sit with a true expert who has a passion for their craft... I was amazed by ChurnRX's level and depth of knowledge. Get Started Today! Star Hofer, CCO The insights that ChurnRX was able to provide changed how I articulate churn to our leadership and the board. They also pointed out in the data where we made changes in CS that impacted retention in a meaningful way, which was so validating.

It is extremely valuable to visualize how your new sales and customer churn are combining to produce your growth. Here we explain how to build a simple growth curve and offer a downloadable spreadsheet template to help you below. Guide to: Charting Growth Dynamics It is extremely valuable to visualize how your sales and churn are combining to produce your growth. Here we explain how build a simple growth curve and offer a downloadable spreadsheet template to help you below. There are two building blocks of a simple growth curve analysis: 1. New subscribers (logos not dollars) by period (year or quarter). 2. Churned subscribers (logos not dollars) by period (year or quarter). It can look something like this, where "Active Subscribers" is calculated as the cumulative subscribers minus those that have churned... Growth Dynamics Data After that, you simply make a line graph for your each series as below: Now you will be able to see how the relationship between your sales and churn curves is driving your subscriber growth. This is a very important insight. Find your churn type now with our downloadable templates: Note: This simple template allows you to calculate 10 periods of growth data. However, it can be easily expanded for additional periods. Enjoy! back to guide

Come and learn from industry leaders in Customer Success! Topics will range from getting started in Customer Success, the necessary skills to advance in your career, and transitioning into management and operational roles. On-Demand: How to Advance Your Career In Marketing Come and learn from industry leaders in Marketing: Andrew Jones, Erica Chappell, and Mark Goldhardt Topics will range from getting started in Marketing, the necessary skills to advance in your career, and transitioning into management and operational roles. Watch this session on-demand First Name Last Name Email View Session

Fresh ideas that challenge the conventional approaches to customer success and retention. Understanding Churn Our original research leverages the world's largest customer retention data set to answer the most important questions in Customer Success. Churn Strategies Newsletter (4/31/23) Newsletter Churn Strategies Newsletter (3/24/23) Newsletter HUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account." Research 3 THINGS SALES CAN DO TO IMPROVE RETENTION NOW Research 3 KEYS TO COMPENSATION FOR CUSTOMER SUCCESS FeaturedPost WILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS? Research Keynote Presentations Keynote Presentations @DRIFT 7 Customer Success Secrets The 4 Types of CSMs What Kind of Churn Do You Have? The 3 Toxic Excuses of CS 5 Principles of CS The Cardinal Sin of CS Expert Chats Webinars 2023 Benchmark Report Expert Chats Webinars Join the next Expert Chats! Subscribe to get notified of new and upcoming events. Subscribe Thanks for subscribing! Get your copy of the 2023 Churn Benchmarks Report Get Your Free Copy Now!

How Does Your Churn Compare? Join the benchmark to see the latest trends and get actionable insights to drive your retention. Anchor 1 Become a Part of the World's Largest Churn Benchmark How Does Your Churn Compare? Join the benchmark to see the latest trends and get actionable insights to drive your re tention . Join the Benchmark Today! Get your copy of the 2023 Churn Benchmarks Report Get Your Free Copy Now! What's the Process? Data Template We'll provide the exact data template for you to supply your data. Don't worry, its incredibly simple! We'll provide the exact data template for you to supply your data. Don't worry, its incredibly simple! Get Your Template Schedule the Analysis Once your data is prepped, use the Link below to schedule your Churn Analysis and expert readout. View Calendar 30-Minute Walkthrough We'll walk through your custom analysis with anyone you'd like to attend (hint: exec's love this report). Get Started! Preparing Your Data is Simple! Follow these 5 easy steps Watch in less than 2 minutes Download the Data Template To get the data template, click the button below to fill out the form with the following: Name Email Company From there, you'll receive an email with a secure link to your data template. Get Started Enter One Row Per Customer When exporting and pasting your data into the template, make sure you're entering only one row per customer. This will ensure no duplicate customers are added, which can potentially skew your analysis. Add Additional Attributes The data template comes with 12-pre-populated columns of data. Use these columns to add any additional customer attributes that we'll use to test during your churn analysis. If you're not currently tracking all of these attributes, no worries! Just leave those columns blank. Review & Finalize Your Data There are two main things to watch for when reviewing your data: Don't use confidential customer information. Instead of using a Customer's Name, use a Client ID If you don't have an ID, leave this column blank Keep "End Dates" blank for active customers Add all of your customers to the sheet But only include a date if the customer has churned The date used will be the customer's churn date Schedule Your Analysis This call is 30 minutes long and we'll dive deep into your data with our proprietary Churn Type analysis make sure you truly understand your churn—and what you can start doing today. Ready to schedule your call? Click below to view our calendar. View Calendar Data Prep Let's Get Started! Fill out the form to grab time on our calendars Schedule Your Churn Consult First Name Last Name Work Email Company I agree to ChurnRX's Terms & Conditions Get Your Template! Learn how you compare to other companies Full Analysis with the right churn metrics to track Find out if your churn is getting better or worse Reveal how churn is impacting your growth Identify the top things you can do today Detailed walkthrough of your report Get Started Free What Our Clients Are Saying Selina Eizik, COO Working with ChurnRX, we were able to not only efficiently scale our Customer Success efforts but also drive improved retention. They helped us to implement key processes, educate our teams and drive greater value to our customers. Mark Bissell, CCO It is always exciting to sit with a true expert who has a passion for their craft... I was amazed by ChurnRX's level and depth of knowledge. Get Started Today! Star Hofer, CCO The insights that ChurnRX was able to provide changed how I articulate churn to our leadership and the board. They also pointed out in the data where we made changes in CS that impacted retention in a meaningful way, which was so validating. Ready to Schedule Your Expert Consult? Once you have your data template ready, select a date that works best for you.

Keep your customers. Retention analytics and coaching to increase customer loyalty and decrease customer churn. THE CHURNRX PLATFORM The premier platform for keeping your customers at scale The ChurnRX Platform provides a single source of truth for understanding, comparing, and improving your customer retention. Get Started Today! FOCUS ON GROWTH Diagnose your churn and build your best strategy The ChurnRX Platform is the most effective way to know why your customers stay and why they leave. Clearly displaying what matters for high retention, and which customers are your biggest opportunity to increase retention. Diagnose Identify and target your churn opportunities by identifying your precise churn types Benchmark Establish your retention goals, by comparing your churn to companies just like yours Alignment Build a data-driven Strategy that can align your whole company using your churn factors Growth Turn your customers into a growth engine by identifying and expanding your ideal customers PRECISION METRICS FOR RETENTION AND GROWTH All the right tools to know why your customers stay and how to improve retention Knowing your churn type is the key to winning more Every company has a distinct churn type based on the key causes of customer failure. Understanding your type is the first step to fighting churn effectively. The ChurnRX Platform reveals your precise churn types and points you to the exact actions you can take to solve them. What kind of churn do you have? Uncover your biggest retention opportunities Fighting churn successfully depends on your ability to focus your limited resources where they will have the highest impact. ChurnRX reveals the key leverage points where your efforts will produce the most results so you can design the optimal retention strategy. Use the unique metrics to set goals and effectively prioritize your limited resources to drive faster growth. Build your ultimate retention strategy Our Real Churn™ Growth Impact reveals exactly how your churn is impacting your growth and visualize the growth impact of reducing churn. With the ChurnRX platform, you'll uncover your true drivers of churn and pinpoint precisely where and how to build the right strategy. Explore the benchmarks and competitive insights How does your churn compare to other companies like yours? Using our unique C hurn Benchmarks, you can explore how your churn compares against our growing database of over a million records and discover key customer retention factors and trends. Ready to get started? Get your free expert churn consult, and start your company on a new growth trajectory by learning exactly what to do to reduce churn this year. Get Started Today They really helped us understand the importance of not just making customers happy but truly solving their problems and proving the ROI our product is delivering. Dan F. | Manager, Customer Success Read Review→

Listen and learn from industry leaders in Marketing! Topics will range from how to get started in Marketing, the necessary skills to advance, and how to transition into leadership and operational roles. On-demand: How Selina Tackled Churn as a New CS Owner Listen and learn from two leading experts in customer churn: Greg Daines, and Selina Eizik! Don't miss this conversation which is packed with practical tips from an experienced executive who became a phenomenal customer success leader! Watch this session on demand First Name Last Name Email View Session

How can we help? Need help increasing retention? Trying to measure your customer churn rate? Meet with one of our retention experts. How can we help? Need to know what type of churn you have? Looking to understand who your best customers are? Want team training that will actually uplevel your people? Want to solve churn? Or are you looking to spark up a hearty conversation about retention philosophy? Well, you're in the right place - let's chat! First Name Last Name Email How can we help? Thanks for reaching out! Send