17 STASHED IDEAS
CSMs can prevent customer churn by constantly being on the lookout for warning signals and being diligent about proactive engagement. When customers do churn, do diligent follow-up and ask questions to understand better why this termination is occurring.
By tracking why customers churn over time, your team can identify themes and repeating issues that may be contributing to customers leaving and then be proactive in solving them.
The best way to determine that their product is useful is to put it in front of the people most likely to use it. This can mean market testing, or it can mean asking people on your own team--ideally, those in roles it's designed for--to give it a go.
Treat your prototypes not as finished products but as conversation pieces. You're not only trying to find faults in your design, but also validate that the use cases that you identified are correct and identify if there is something for the future that you can put on the road map.
When you start tracking them, give them a status--a simple identifier that they've begun their journey. As they move, keep updating that status : Maybe they tried a demo, signed up for an email newsletter , whatever it may be.
Update that status all the way through to purchase, then track more data as they use the product. Track how often they use it, for how long, which features they use, and anything else that might give you a sense of where they find the most value.
When customers start to lose interest, you can take action to recapture their attention.
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