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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TRAINING COURSES
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
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
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
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
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
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
THE CERTIFICATION PROVEN TO DRIVE PHENOMENAL CUSTOMER RETENTION.
