You’ve already invested in getting a customer to your solution, but the profits lie in keeping them with you for the long haul. Reducing churn requires you to understand what your customer is thinking, feeling and doing at each touch point during the customer journey. We’ll take you through a simple case study of how a SaaS product that lacked brand personality and clear messaging with their onboarding emails fell short and what they did to turn it around and increase retention.
After this session, you’ll be able to:
- Develop a simple customer journey map and better manage your customers’ expectations
- Understand where there are gaps in your offer, and where profits are leaking out
- Apply new techniques to reduce customer churn