Customer Success Blog

February 2017

Nobel Prize Research that Minimizes Customer Churn?

Barry Devon
Feb. 24th, 2017

Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer ‘feels’ about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they ‘feel’ they have achieved sufficient utility over the period concerned.

According to Nobel Economics Laureate, Daniel Kahneman, your customer may have a dual personality when it comes to how they use, and how they remember using your solution.

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