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Customer Success: How To Reduce Churn And Increase Retention
Last updated 7/2021
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 2.10 GB | Duration: 1h 37m
Discover 20 easy to implement strategies to reduce your churn rate in less than 3 months and increase your retention
Last updated 7/2021
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 2.10 GB | Duration: 1h 37m
Discover 20 easy to implement strategies to reduce your churn rate in less than 3 months and increase your retention
What you'll learn
You will be able to increase your retention rate
You will reduce your churn rate
Increase your annual recurrent revenue
Keep customers happy and loyal to your company
Requirements
Understand and explain how to reduce churn in your company and prevent the lost of hundreds of thousands of dollars/
Be able to increase the retention of your customers, and the annual recurrent revenue significantly by implementing this techniques
Description
ALMOST 50,000 PEOPLE ENROLLED ON MY COURSES AND OVER 12,000 PROFESSIONALS TRAINED TO BECOME CUSTOMER SUCCESS MANAGERS... THERE MUST BE A REASON FOR THAT!Would you like to learn the most effective ways to reduce the churn in your company?, Are you planning on becoming a Customer Success Manager? If so, this is the course for you.Here I will walk you through step by step the best possible techniques to reduce the churn rate of your company in just a few months.Looking for a $70,000 job? Want to become a Customer Success Manager?Did you know that according to Payscale the average salary for a Customer Success Manager is around $70,000 a year? What is most interesting, is that this is a new industry, and there is no college education or official certificate that you can get. So as long as you have the right knowledge, skills and attitude you can become a customer success manager. In this course on how to reduce churn and increase retention, you will discover the techniques that will allow you to do an extraordinary job as a customer success manager, and you will be ready to talk about these strategies when you get asked in a job interview "how would you reduce the churn in our company?"Already an experienced Customer Success Manager?If you are already working as a customer success manager, and you are searching for new ways to tackle your churn problem. Then, even though this course might be too basic for you, ask yourself, if thanks to the information here, you get just one single idea, that allows you to retain one extra customer a year, would that be worth more than the investment of this online course on how to reduce churn?Chances are that the answer is, YES IT IS WORTH IT! Unless your customers pay $10 a year, in which case, saving one customer won't do much. Now, the reality is that to reduce churn, you need to be always searching for new ways to increase your retention rate, and improve your customer success manager skills. The investment in this courseEither if you are trying to become a customer success manager, you just started as one, or you are an experienced CSM, the ideas that you can take from this course are just too valuable, they are worth much more than the few dollars of investment to enroll in this course.For the price of less than having lunch for two in a cheap fast food restaurant, you can get new ideas and skills that can have a great impact on you landing one of the best-paid jobs in the tech industry, or that can boost your career as a customer success manager and help you improve your actual churn rate and retention rate.Welcome to the online course Customer Success: How To Reduce Your Churn Rate And Increase Your Retention Rate. I will see you inside!
Overview
Section 1: Introduction
Lecture 1 About the author of How to Reduce Churn - Customer Success Manager Strategies
Lecture 2 What is churn and why do you need to care so much about it
Lecture 3 Why is reducing churn so important?
Section 2: WHAT YOU MUST KNOW ABOUT CHURN
Lecture 4 Is your churn rate your fault as a customer success manager?
Lecture 5 Churn and your customer's journey
Lecture 6 Focus on what matter must as a customer success manager
Lecture 7 The cost of getting new customers vs reducing your churn rate
Lecture 8 The cost of losing customers. Churn is an opportunity, not a given
Section 3: HOW TO REDUCE CHURN AND INCREASE YOUR RETENTION - THE STRATEGIES THAT YOU NEED
Lecture 9 Getting started with strategies on how to reduce churn
Lecture 10 Product quality vs great marketing
Lecture 11 Profile your ideal customers to prevent churn
Lecture 12 Attract the right customers to increase your retention
Lecture 13 Set realistic expectation and goals for your new customers, and make them happen
Lecture 14 Deliver excellent onboarding experience and plant the seeds for retention
Lecture 15 Minimize time to first value (TTFV or TFV) to lock them in
Lecture 16 Take them to the Wow moment, and kill any possibilities for churn
Lecture 17 Offer the best tutorials about your product or service.
Lecture 18 Offer great customer support to lo them know that you got their back
Lecture 19 Create content to help them be successful so they can afford your SaaS / product
Lecture 20 Identify which customers are at risk of churning and engage with them
Lecture 21 Customer Success Managers listen to their customers and gather information
Lecture 22 Understand where you are failing and how to improve it
Lecture 23 Ask for testimonials
Lecture 24 Make sure they use the features they need - Be THEIR Customer Success Manager
Lecture 25 When you mess up, fix it fast and do it right
Lecture 26 The Pareto Principle - Worth too much money - How much is it worth for you?
Lecture 27 Communication and follow up emails
Lecture 28 Keep an eye in your competitors and industry changes
Lecture 29 Install a feedback bar to understand your customers
Lecture 30 Real time chats, dramatically will reduce your churn and improve your retention
Section 4: THE PLAN TO REDUCE CHURN, LESSONS LEARNED AND FAQS
Lecture 31 More tips and hacks
Lecture 32 Frequently asked questions about how to reduce churn - customer success
Lecture 33 What you should take from the customer success course on how to reduce churn
Lecture 34 What to do in the next 30 days to reduce churn in your company
Lecture 35 Final Message
Lecture 36 BONUS
This is a begginer - intermediate level course which requires the student to have a working understanding of what customer success is, churn, retention, etc., in order to get the most our of this course. It is highly recommended for you to previously take and completed the "Customer Success Manager 101: Foundations to your CSM career" course, or to already have a basic knowledge about Customer Success Management,Anyone who is looking for new ways to reduce churn in ther company and increase retention,Entrepreneurs, VPs of Sales, or anyone responsible of sales, that is looking for ways to increase revenue and/or profits in the company,Professionals trying to retain their customers for longer periods of time and reduce their loss of clients
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