Vitally asked six Customer Success leaders: “What’s more important for CS teams to focus on: Expansion or churn?”
Skip to:
- 00:00 Intro
- 00:13 Bring a mindset of expansion to how you operate
- 01:28 Delivering results for customers helps with expansion revenue and churn mitigation
- 02:37 Growing accounts don't tend to churn. Expansion = indirect churn prevention
- 03:28 Both are equally important. Focusing on one means the other might fall short
- 04:25 Expansion is a natural byproduct of happy clients and healthy accounts
- 05:19 Focusing on churn puts you in reactive mode. Focusing on expansion makes you proactive
Featured in this episode:
- Taylor Johnston / VP of Customer Success at Vitally
- Tom Maxwell / Head of Customer Experience at Ignition
- Dan Ennis / Manager of Scale Customer Success at monday.com
- Erika Villarreal / Principal Customer Success Manager at Eptura
- Christine Francois / Director of Customer of Success at Followup CRM
- Athif Mohammed / VP of CyberSecurity Sales and Customer Success
To catch future episodes of One Vital Question, subscribe to Vitally on YouTube: @vitally_io
