Invest in Support, Improve Customer Experience
Having a Support Specialist is tenacious and a no-brainer move. Their impact on the team affects two metrics positively: first response time and customer satisfaction.
They handled issues quickly with the highest quality and empathy. The customer came first and they set the tone for the entire Customer Success department.
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4. Listen to your customer support team
Support is an incredibly valuable listening post to help mitigate churn because customer's issues are usually first escalated to them. They have the best and possibly the earliest gauge on customer temperature and likelihood of churn.
Thus, your product and and customer success teams shoul...
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