Data-Driven Initiatives to Lowering Churn

CSM Practice - The Customer Success Podcast

Is it possible to save every account?
While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall customer retention.
Click here to watch the interview on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Learn how Barbara's team leverages data to anticipate and prevent customer churn.
- Discover the key elements of building a successful referral and advocacy program that not only retains customers but turns them into brand advocates.
- Understand the balance between trying to save every account and focusing on high-value customers.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Bárbara Edith Pugliese is a passionate advocate for innovation within the realm of Customer Success. With a strong background in sales and data analysis, Bárbara brings a unique blend of strategic insight and analytical rigor to her work. Currently, she is playing a pivotal role within a longstanding corporate giant, where she is spearheading initiatives to disrupt and modernize decades-old customer engagement strategies.
🔗 You may connect with Bárbara via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Customer Advocacy - Definition for Customer Success
🎥 Watch: Cybersecurity Trends - Building Customer Advocacy
⏬ Download: Handling Code Red Customer Situations
#CustomerSuccess #CSM #ChurnManagement #Advocacy

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapter

1. Intro (00:00:00)

2. The Initiative (00:03:09)

3. Analyzing Support Ticket Stats (00:05:25)

4. Referral Advocacy Tracking (00:09:59)

5. Need for the Referral Form (00:14:29)

6. Customer Value Continuum (00:17:29)

7. The Customer Mastermind Program (00:18:39)

8. CS Best Practices (00:19:44)