Churn Monster #3 – Slacker Customer

Source: ChurnZero

By Cori Pearce, ChurnZero

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The monsters are back! Churn monsters that is. Today we are going to take a look at our third customer churn risk – a slacker customer.

A slacker is a customer who could receive value from your offerings but is unwilling to put in the effort to either get started or continue using your product or service.

Sound like anyone you currently have as a customer?

Let’s take a look at a scenario involving a slacker customer and how you might successfully overcome this churn monster.

Scenario:

You receive a new customer account and have a kickoff call. On the line for this meeting is yourself (the CSM), the sales rep that sold the deal, and from the customer side, the Director that was the main point of contact for the purchase and Sean, who will be your primary user.

During the call you let the Director explain in her own words why the purchase was made and the intended goals for the solution. You then cover the details on what to expect during the implementation and onboarding process and outline the standard timeline.

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