You’ll get a ton of advice, but two high-level efforts always work:
- Measure it, segment it — and make it a core goal to drive it down. I’ve yet to work with a SaaS company that made driving down churn a Top 3 goal … that didn’t go on to drive down churn. Segment it by a few segments (small, medium and large customers, for example). Put someone 100% in charge of it (i.e., your head of customer success). And make it a Top 3 goal for everyone in the company. In a quarter or so … it will go down. Not overnight, but within an quarter; and
- Measure your NPS, segment it, and set goals to drive NPS up. Again, magic happens if this is a Top 3 goal for the company. If it isn’t, nothing sort of happens.
The first goal (e.g., driving churn down from 2% a month to 1.5%) makes sure everyone has a direct financial metric to be responsible for.
The second goal (e.g., drive NPS from 20 to 30 this quarter) aligns everyone around the strategic upgrades they can make.
View original question on quora
