Is it possible to save every account?

While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall customer retention.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- Learn how Barbara's team leverages data to anticipate and prevent customer churn, ensuring higher retention and customer satisfaction.

- Discover the key elements of building a successful referral and advocacy program that not only retains customers but turns them into brand advocates.

- Understand the balance between trying to save every account and focusing on high-value customers, as Barbara explains the importance of strategic prioritization in Customer Success.

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𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Bárbara Edith Pugliese is a passionate advocate for innovation within the realm of Customer Success. With a strong background in sales and data analysis, Bárbara brings a unique blend of strategic insight and analytical rigor to her work. Currently, she is playing a pivotal role within a longstanding corporate giant, where she is spearheading initiatives to disrupt and modernize decades-old customer engagement strategies.

🔗 You may connect with Bárbara via LinkedIn:   / bpugliese  

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Customer Advocacy - Definition for Customer Success
https://www.csmpractice.com/advocacy-...

🎥 Watch: Cybersecurity Trends - Building Customer Advocacy
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⏬ Download: Handling Code Red Customer Situations
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𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro
03:09 The Initiative
05:25 Analyzing Support Ticket Stats
09:59 Referral Advocacy Tracking
14:29 Need for the Referral Form
17:29 Customer Value Continuum
18:39 The Customer Mastermind Program
19:44 CS Best Practices

#CustomerSuccess #CSM #ChurnManagement #Advocacy