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What is your feedback loop from CS to Sales on churn and downsell reasons, and how does it influence qualification?

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2 Answers
Customer Success / Sales Alignment
  1. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 8mo

    We regularly discuss this at LT meetings. I'll quite often do a churn retro or an overview of what's causing us risk, pull out the themes and present them back to the LT so that we can discuss how we avoid these in the future. This of course, influences how/what we sell and who to. This starts with the leadership. If you're struggling to get your point across on the impact of these themes, back it up with data. What % or how many $ of ARR is at risk because of this theme - that will show the bus ...Read More

    483 Views
  2. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 1mo

    This should be captured structurally in a CRM with a hard requirement for any churn or downgrade to be categorised via standardised reason codes. Once captured, this data feeds into a monthly cross-functional review with the executive team (including Product, Engineering, Sales, and CS) to address root causes and mitigate product/service gaps. To influence qualification, these insights should be leveraged by sales to continually define the target customer selling to who could best who can benefi ...Read More

    369 Views

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