Measuring Churn with Allison Pickens

In this curated episode of the Revenue Builders
Podcast, John McMahon and John Kaplan on the Revenue
Builders podcast as they dive into the intricate world of churn
with special guest Allison Pickens. Former COO of Gainsight,
Allison shares her insights into scaling a company and
understanding the nuanced reasons behind customer departures.
From measuring churn metrics to the importance of responding to
external factors, this episode provides valuable lessons for
businesses aiming to enhance customer success and retention.


KEY TAKEAWAYS


[00:00:54] Superficial Understanding of Churn Causes: Alison
discusses how some companies may view churn too superficially,
attributing it to external factors like a change in company
leadership or losing to a competitor.
[00:01:44] Strategic Response to Churn: Emphasizing the
importance of responding appropriately to churn events and
considering them as opportunities rather than inevitable
losses.
[00:02:48] Honest Evaluation: Encouraging companies to be honest
about what aspects of their operations can be improved and
aligning strategies with company goals.


HIGHLIGHT QUOTES


[00:00:54] "One way in which they might think about it too
superficially is they might note things, root causes that are
outside of their control."
[00:01:44] "When your customer gets acquired by another company,
that is not an obvious churn or like an inevitable churn reason.
It might be an opportunity to expand your deployment to the
larger company."
[00:02:48] "What's important is just being honest with yourself
about what you can improve and what you can based on the strategy
of your company at the time."


Listen to the full episode with Allison Pickens
through this link:
https://revenue-builders.simplecast.com/episodes/mastering-the-art-of-customer-success-with-allison-pickens


Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4


Check out Force Management’s Ascender platform
here: 
https://my.ascender.co/Ascender/