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Mixpanel, I find Mixpanel offers a really good data and features specially for mobile apps also it offers a free package for small startups, I really like their automated emails/push notification system based on events. You can also try heap analytics they do a great job with auto tracking which able you to track elements in your app with no need to hire a developer to the work for you. Mixpanel also offer auto tracking but heap analytics auto tracking works better.
Excellent read, thanks for sharing!
Our experience has been teams struggle to manage *all* their leads in Salesforce. Cluttering it up with junk leads, freemails, disengaged leads gets messy. It can also be difficult to push third party data (product usage from trial signups, enrichment data from Clearbit etc.) "upstream"
Oz Content had this exact problem. They wanted to manage all their lead data without cluttering Salesforce or it taking a disproportionate amount of time and money.
Using Hull, they could manage their leads from one place and control it across every tool (including, but limited to their core HubSpot-Salesforce stack). You can read a little more about how they solved it here (and 20X'd their marketing-sourced qualified leads): https://www.hull.io/blog/oz-content-mofu-hyper-segmentation-playbook/
At Hull, our Head of Customer Success actually has a grading system based on certain behaviors that indicate churn. He discusses every risky account almost on the daily with the Sales, Product, Engineering, and Marketing teams to help contribute as well.
For us, we predict churn based on actual product usage, but also qualitative information from the actual onboarding and implementation.
Our customers tend receive the most value from Hull after the first month of using the platform, so the first 30 days are crucial.
We look at factors like:
- Was their implementation configured in time?
- Were there any issues with implementing the platform?
- Did the onboarding go well?
- Did they login or someone in the account login to use the product?
- Have they logged in recently?
- Do they have any open support tickets?
- Were the tickets addressed in time?
We also use our own platform and tech stack to trigger Slack notifications when an account hasn't logged in for 30 days, if they've added any new users to the platform, and more.
During the onboarding phase, there are certain actions we take to mitigate any churn risk. We really give our customers a "white-glove onboarding" - going out of our way to ensure they have an excellent experience with us and they ultimately get the most value out of their investment.
But it doesn't stop after 30 days - we do have the regular cadence and touch, but it's also important for Customer Success to periodically investigate any issues in the platform or learn the customer's new goals.
Our Head of Customer Success goes into more detail here:
Now I'm curious - are you looking at churn as cart abandonment? Is the ecommerce store managing accounts or people in some kind of way?
The best way to predict churn is to ask the right questions.
We had an issue where we'd ask clients 'hows it going' and they'd almost always say 'good.' Saying 'good' is way easier than saying 'I have a problem.' Many of these clients ended up churning.
So, think about questions that can better define a customer's success.
NPS is a classic example of this. 'How likely are you to recommend this service to a friend.' You're not actually looking to ask them to refer you to a friend, but in order to refer something to a friend, you have to really like/understand it. So, some smart people figured out NPS as a proxy for 'how happy are you with your service.'
Other questions you can use:
- What's your number one issue with our service?
- What do you think about our pricing?
- How does our service compare to the competition?
- How will your business change in the next six months?
- How many hours per week do you spend configuring/troubleshooting our service?
Things like that..
The customer support is the first thing which comes to my mind thinking about customer retention. I have used Zoho Desk and it's effective. People seek for a company which can listen to them and helps in every possible way.
I am glad to have such tools.
I have to agree with Bren on this one. As a freelancer, a lot of my customers come from client referrals.
When my clients are happy, they sing praises about me and my services!
However, the tools mentioned here are great for bigger businesses who sell a lot of different products. :)
The tools Ben mentioned in this post will definitely give companies the upperhand. By using these tools they can find out more about their customer's behavior.
I'm going to piggyback off of Brenda and Joy - as hard as it is to hear negative feedback, a company needs to know these things in order to make adjustments. If they don't take the time to analyze the data these tools can provide - they'll be losing their customer to the competition for sure.
Thanks for sharing this!
For every person stating an opinion about a company, there's a lot more thinking the exact same thing. This is why to me it's so important to track brand mentions and take support seriously so you can use these criticisms to make real improvements that you might not have thought about before.
That's one of the reasons I see tools like these to be so valuable. You're not only helping to retain that individual customer. You're able to use the information you collect to make real changes that will improve retention by stopping complaints before they even happen, by taking care of the issues that would cause people to want to leave in the first place.
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