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THE ULTIMATE
RETENTION PLAYBOOK 


Training for individuals & teams to drive customer results

 
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TOTAL CUSTOMER STRATEGY:


THE STRATEGY INDIVIDUALS & TEAMS USE TO ALIGN EVERYTHING THEY DO TO DRIVE CUSTOMER RESULTS

Learn why retention is all about customer results
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EVERY TEAM DRIVES CUSTOMER RETENTION

Marketing
Sales
Product
Onboarding
Customer Success
Expansion

TRAINING COURSES

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One of the biggest sources of churn is marketing to the wrong customers. High retention starts with targeting and attracting the leads that will achieve the best results. 

Key Playbooks:

  • Customer Results Framework
  • Market Segmentation
  • Messaging
  • Customer Success Stories

 

 

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The way you sell directly impacts long-term retention. Fortunately, the sales practices that lead to high retention also improve sales performance. 


Key Playbooks:

  • Prospect Results Framework
  • Discovery & Alignment
  • Demo Strategy
  • Closing & Handoff

 

 

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The product drives retention through customer results. The high retention product strategy optimizes for producing and accelerating measurable customer results.
 

Key Playbooks:

  • Product Results Strategy
  • Use case evaluation
  • Product Solutioning
  • Product Roadmap

 

 

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Most customers fail early. The right approach to onboarding is to focus on changing the key customer behaviors that drive customer results.
 

Key Playbooks:

  • Onboarding Results Strategy
  • New Customer Kickoff
  • Customer Behavior Change
  • Launch & Adoption

 

 

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The majority of customer success activities do not improve retention. The effective approach requires shifting your focus from satisfaction to results, and your approach from reactive to proactive.

Key Playbooks:

  • Customer Results Strategy
  • Executive Business Review
  • Improving Customer Results
  • Red Account

 

 

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Companies that focus only on retention tend to have poor retention. Companies that focus on expansion get retention for free. The final key to long-term retention is continually expanding customer results.

Key Playbooks:

  • Expansion Results Strategy
  • Expansion Discovery & Alignment
  • Expansion Demo Strategy
  • Closing & Handoff

 

 

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THE CERTIFICATION PROVEN TO DRIVE PHENOMENAL CUSTOMER RETENTION. 

 

3 WAYS TO BECOME CERTIFIED