Customer Success setting the record straight on Churn

This week we shift back to the world of Customer Success where we begin to carve out future episodes on metrics. The first and often only metric which comes to mind in Customer Success is Churn.

Unfortunately, many professionals use the “Churn” metric in Customer Success interchangeably and sometimes forget to parse out variables in the business. It’s also NOT the only metric used in the Customer Success organization, however, we’ll start here first.

Churn discussions:

Churned Customer Logos (cancelled customers)

Churned Revenue (Revenue reduced in the business, can be a complete cancel or downgrade)

o Do you measure both?

o If you downgrade an existing product but increase revenue with a cross-sell is that bad?

Net Chun/Net Revenue

Several KPI metrics exist when running a Customer Success Organization and trust me, we will get to those in future episodes. Today, let’s start with Churn to build a baseline.
About the Host, Gary Sloper
For 20 Years, Gary Sloper has led high-performing Tech Sales Engineering and Customer Solutions teams Globally. Growing up as a programmer and eventually a Sales Engineer, he explores the scrappy environments people in these roles face and the fun they have. After years of being nudged by his colleagues to come speak to the masses about the inner workings of supporting customers in fast-moving Tech, it's now here for all to listen and interact. Please join future topics!
Connect, chat and interact with Gary on Linkedin: https://www.linkedin.com/in/gsloper/ or email: [email protected]