Reduce the churn rate of your customers by having constant communication touchpoints. You can find valuable information to improve your services.
Speak with your Existing Customers
This is one of the most often overlooked opportunities in all companies, big and small. These discussions provide a great opportunity to gauge the level of satisfaction and share plans for the roadmap ahead. This is also an opportunity to gather requirements and to understand the need and importance of planned features to ensure you’re heading in the right direction.
Speak with Customer Support Team
Customer support emails where the support team synthesizes a valuable breakdown of feature requests, customer sentiment, emerging topical trends, and known issues to prioritize along with valuable data.
Communicate to Departing Customers
Why are they leaving?
Where are they going?
What is their planned solution?
How/where did the service not meet their expectations?
Which aspects of the service worked well for them? (serves to isolate the issues)