Decreasing churn: How to use win-loss analysis to effectively drive net retention
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In an unpredictable economy, companies everywhere are facing a heightened challenge to not only win more deals but to keep their clients happy once they have signed. Fortunately, win-loss analysis provides powerful insights to identify potential pain points throughout the entire customer journey.
Including churn and "stay" interviews in CX programs facilitates true connection with customers – in more depth than a CSAT survey can provide – and helps to identify previously unknown issues in the customer journey. It is these critical insights that then enable CX and marketing teams to develop custom plans to boost loyalty and retention.
In this session, we explored the value of churn and stay interviews and explain how to implement them within a wider CX strategy.
Watch this session to learn:
- How win-loss analysis aligns with your customer service organization’s objectives.
- How and when to conduct win-loss, churn, and "stay" interviews throughout the customer journey.
- How to start building your own win-loss program today.
