I Never Lost a Customer I Actually Visited | saastr

There’s a lot to talk about in customer success about churn, and about upsells.  Together, they are one of the most critical topics in recurring revenue business models.To all that, I wanted to add one very tactical insight:  of the 1000s of customers we closed when I was running EchoSign … while we lost a few over time for many reasons, indeed we lost some great customers … we never lost a single one I actually visited. At least not on my watch.  Not one.Why is that?  Is it my scintilating conversation?  My electric personality?  No, and no.

via I Never Lost a Customer I Actually Visited | saastr.

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About Bob Warfield

Here's my bio: http://www.smoothspan.com/management.html
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