Customer Success: Keep Customers and Grow Them
Customer Success, Retention & Loyalty: leave with a customer health score, at-risk triggers and a churn-prevention playbook.
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What this session would cover
Proposed outline — the mentor finalises the agenda once this topic is scheduled.
- 1Why customer success, retention & loyalty matters — the common problem: Churn is discovered at renewal time, when it is too late to fix.
- 2Core concepts in plain language: Customer onboarding, implementation support, success planning, product adoption, customer health scoring, customer engagement
- 3Going further: time to value, customer outcomes, renewal management, churn prevention, retention analysis, expansion opportunities
- 4Framework walkthrough: Customer Journey Mapping, Service Blueprinting, Jobs to Be Done
- 5Practical workflow, built live: A customer health score, at-risk triggers and a churn-prevention playbook.
- 6How to measure it: Customer satisfaction, Net Promoter Score, Customer effort, Churn, Renewal rate, Time to value
- 7An illustrative case (a fictional example, not a client result), then live Q&A on your own situation
Who it's for
- • Customer support and success teams
- • Service business owners
- • Operations and CX managers
You'd leave with
- A customer health score, at-risk triggers and a churn-prevention playbook.
- A working understanding of Customer Journey Mapping and Service Blueprinting
- A short list of measures to track: Customer satisfaction, Net Promoter Score, Customer effort
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