Keep Customers, Win Trust: Retention as Strategy
Establish a monthly check-in rhythm focused on outcomes, not upsells. Ask what success looks like this quarter, then align deliverables. One restaurateur told us weekly calls saved three vulnerable accounts by uncovering small service gaps before they became exit reasons. Invite feedback at the end of every touchpoint.
Keep Customers, Win Trust: Retention as Strategy
Shift conversations from features to measurable results. Package deliverables with clear success metrics, like reduced churn, faster cycle times, or fewer defects. A B2B SaaS we interviewed moved mid-market clients to milestone pricing, retained 92% of at-risk accounts, and won champions who publicly shared outcomes.