Welcome to the CXC newsletter - and oh do we have some news…

In this edition: Host a local CXC event; Apply to become a board member; and last but not least, the hot topic of the month was Churn Scores. Read on!

It was great to see everyone online during our recent monthly meeting! There was a wealth of information shared both during and after the call, so we’re summarizing key takeaways here. And, don’t forget to mark your calendars for the next monthly meeting on Tuesday, April 2nd from 1 - 2 PM ET. 

Before all that, we’ve loved seeing everyone online but we’re ready to get local (and we hope you are too!). Over the next few months, we’re launching CXC Local Events and we’re searching for volunteers to host in their city. Check out our one-page overview to learn more. Interested? Let us know you’d like to host or learn more by completing this interest form.

And now for something, completely different…

Oooh Churn (Score)!

There were some great questions and answers flying around our WhatsApp chat re churn scores. If you want to jump in on this conversation, or even ask your own question to the group, join our WhatsApp here. 

Churn Scores and Retention Strategies:

• Members discussed the benefits of a weighted churn score that includes factors such as CSM sentient, NPS score, and usage. Members suggest automating responses for lower risk churn scores, while providing 1:1 intervention for high-risk churn scores.

• Try incorporating a well-defined structure for measuring CSM account sentiment (check out the matrix in the chat for more!)

• Conduct regular business reviews that incorporate client needs analysis, and create correlating action steps along with cadences of appropriate follow-up meetings

• Work cross-functionally to ensure internal alignment and prioritization of client needs; consistently demonstrate empathy and responsiveness with at-risk clients

• Several folks recommended “ChurnZero” as a valuable software for measuring and tracking churn (we promise, we have no affiliation one way or the other!)

• Shoutout to Megan Rodriguez for sharing her organization’s framework, churn reduction strategies, and an awesome Customer Success Plan Template (check the chat for this as well)!

• Shoutout to Amanda Enos for sharing this additional customer success plan template

Know someone who should know us? Give them this magic invite link to refer them to CXC today!

Did someone say “board”? We’re launching a Board of Advisors for CXC! Want to be considered? Contact Connor directly on WhatsApp to learn more about what’s required and how you can become a CXC board member (hammer and nail sold separately).

That’s all for now, see you next time!

Marissa Mann
CXC Community Manager