Can the churn rate be prevented? is it your obligation to make sure that your customers get what they wanted from your product or service? Is it your fault the churn rate of your company? and if not, who is responsible of prevent it?

What is the customer’s journey? why is it so important, and how understanding it can help you prevent churn?

Do you know what matters the most to reduce your churn rate? If you want to increase your retention rate, are you aware of what are the most urgent actions that you need to take?

Have you stopped to think what is more costly, to get new customers or to keep the ones you have? How important is to have a great retention rate for your company?

Find out who is the author of this customer success course, on how to reduce churn and increase your retention. Learn how I discovered what customer success is.

Understanding what is churn and why is so important is the first step to reduce it, and to increase your retention rate.

Churn can kill your company, but if you control it, you can increase the profits significantly.

Churn is an opportunity, not a given. But if you don’t see it as such, you might keep losing customers constantly. And, have you ever stop to consider what is the cost of your churn rate?

In this quizz will review some of the fundamental ideas of "churn". It is a very easy test, I just want you to be sure that you can move on to the next section.

Just me introducing you to the section on the strategies to reduce churn.  

Reducing churn is not only about stopping your customers from canceling their accounts, but also about preventing it from happen, since even before they become your customers

Profiling your ideal customer is an essential foundation to have a high retention rate. We will review what to do to make it happen.

This might be one of the most important keys to for you company to have a solid retention. And absolutely fundamental for churn prevention.

Here is where the seeds of churn are planted or where you plant the seeds for a long relationship, something very important for a customer success manager.

This is where its all on you as a customer success manager. Here is where your skills can make a big difference to reduce the churn in your company

What is time to first value, and what can it do for your company? how can TFV or TTFV help you to maintain your customers happy.

In this lesson we will review the difference from time to first value, and wowing your customers.   

What is great customer support? 

Here we will talk about two different examples and how it can affect your retention rate.

Customer Success is about helping your customer being successful. 

So, what else can you do to help them get where they want to be? In this lesson we will talk about what kind of content you can create as a customer success manager.

You have to be proactive and engage those customers who are at risk of churning.

If you engage and pay attention to what your customers have to say, you will be able to prevent churn with ease

In this lesson we will talk about one of the most obvious actions to do as a customer success manager, but nonetheless often forgotten.   

In this lesson we will talk about one of the most obvious actions to do as a customer success manager, but nonetheless often forgotten.

We will review what you have to do to make sure your customers are using exactly the features they need to use, to achieve the outcomes they expect from your product or service.

Take care and responsibility of the mistakes that you or your company might commit. And fix them before they turn into a churning nightmare.

The best way to keep a high retention rate, is with a proactive attitude. 

Find out how does the Pareto Principle affects your churning and retention rate and what impact does it have in your job as a customer success manager.

Let’s talk about the best ways to keep in touch with your customers and how to do it efficiently.

Sometimes churn, can be out of your control, if you are not ready for what is coming next.

What are the feedback bars, how can you use them, and which one can you use?

Why are real time chat so important and what impact can they have in your retention rate?

Let's find out how much you know about techniques to reduce churn

Here we will review the most common questions when talking about how to reduce churn and increase your retention

I will share with you the most valuable ideas of this customer success online course

Finally, in this lesson we will talk about a plan for you to implement and tackle the churn in your company ASAP.