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Executive Playbook to Avoid Excessive Churn

Executive Playbook to Avoid Excessive Churn2 min

Churn is the reason the role called customer success exists. The idea was born at Salesforce in 2005 when the company discovered that it had a “little” churn problem. Prospects were buying Salesforce’s product in large numbers. But they were also churning in dangerously large numbers—8% per month. So they created a customer success team focused on retention and adoption.

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