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Manage episode 486782612 series 3555213
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Chapters

1. Introduction (00:00:00)

2. The Importance of Early Stage Customer Success (00:08:13)

3. Creating Retention Programs from Day One (00:12:09)

4. Understanding Customer Goals and Outcomes (00:13:37)

5. The Role of Product Market Fit in Retention (00:16:21)

6. Tracking Metrics for Early Stage Companies (00:20:12)

7. Essential Metrics for Customer Retention (00:25:31)

8. Identifying Customer Retention Challenges (00:27:53)

9. Evolving Retention Strategies for Growing Teams (00:28:23)

10. Understanding Customer Health and Renewal Programs (00:29:46)

11. Structuring Effective Renewal Processes (00:31:14)

12. Navigating Customer Sentiment and Product Changes (00:32:42)

13. Re-Onboarding and Stakeholder Realignment (00:34:57)

14. Leveraging Health Scores for Retention (00:36:54)

15. Transforming Challenges into Opportunities (00:39:42)

16. Surprises in Mature Retention Phases (00:41:07)

17. Engaging Customers for Long-Term Retention (00:43:05)

18. Keeping Retention Strategies Fresh (00:45:27)

19. Practical Steps for Building Retention Programs (00:49:12)

41 episodes