In this episode of The Modern SaaS Podcast, Aditya and Yaag discuss the thoughtful meeting scheduling habits modern SaaS companies can build to improve the buyer experience. They discuss the balance between optimizing for efficiency and customer experience. Some of the key points discussed in the episode include
02:20
Why does churn matter?
02:50
The importance of Net Revenue Retention (NRR)
06:40
How to handle it when a big customer decides to churn
11:38
Early signals towards potential churn
14:42
Have more than one stakeholder in your customer organization
17:40
Things to do internally after a big account churns
21:40
Points to cover in a retrospective call with your churning customer
24:18
Taking the learnings proactively to existing customers beginning to show similar churn signals
25:49
Sharing the learnings across your customer success team
29:59
Celebrating the success and also learning from mistakes
30:40
Takeaway: Keep your ears to the ground
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