The marketing world knows the value of keeping the customers we have, but if you’re a software provider, there’s a chance your churn rate is a little, well, disappointing. Before you start blaming your customer team or sales for this, go way back to where it all started for these customers: your marketing messages.
In a revenue-hungry effort, you might have made the implementation of your product sound more like a romantic getaway than the intense journey through a rugged jungle it really is. Set their expectations properly from that very first marketing message you push out, and then be just as open about how your company can help them get the results they need. You can be the truth-teller and the hero all in one fell swoop, but it all starts with honest messages.
Read my full article on this topic, and why it’s one of the biggest secrets to customer retention.
Meet Justin Gray
Justin is a serial entrepreneur and the CEO and founder of LeadMD, the world’s largest revenue operations agency having implemented over half of the Marketo user base. Justin has made a career of launching successful companies and scaling them, with successful exits of over 200MM+ in the last decade. Justin’s latest endeavor launched in 2016 when he co-founded Six Bricks an online learning startup designed to combat employee and customer churn through experience-based education. Over the past 10 years, Justin has emerged as a strong voice for entrepreneurship, marketing and culture. As a recognized speaker, Justin has been published over 350 times in industry publications and holds his own column, Tribal Knowledge in Inc., while writing for Entrepreneur, Tech Crunch and others. Justin and his wife Jennifer met over marketing and three years later welcomed their son, Grayson, into the world in April of 2017.