We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. A stuck customer is someone who is having difficulties progressing forward in a certain phase of the lifecycle journey, for example – implementation, on-boarding, training, product adoption, etc.
This customer status is concerning because it signals a warning sign that the customer isn’t receiving the full potential value from your product yet, and the worry is that maybe they never will. The question is, how do you go about handling this customer churn risk?
Let’s take a look at a scenario where we are dealing with a stuck customer and how we might go about handling the situation to help them become “unstuck”.
You’ve had a new account come on as a client, and you have a kick-off call to introduce yourself, and to get to know the team you will be working with. You set up weekly meetings to help keep things on track and progressing forward during the on-boarding process.