Stop churn and grow accounts

The revenue you don't have to win twice is the cheapest revenue you will ever get.

3 steps, 12 questions underneath, read for doing the work

1. 1
   Customer success and retention

   Keeping the customers you already won, and the team that does it.

   How do I build a customer health score that actually predicts churn? 5 → How do I run a QBR that the customer does not find a waste of time? 5 → My champion at a big account just left. What do I do? 5 → A big account has gone quiet and I think they are going to churn. What do I actually do? 5 →
2. 2
   Expansion, upsell and churn

   Growing revenue inside accounts you already have, and stopping the leaks.

   How do I spot which accounts are actually ready to expand? 5 → How do I run an upsell conversation without sounding like I am shaking them down? 5 → How do I work out why customers are actually churning instead of guessing? 5 → We are losing customers to failed payments. How do I fix involuntary churn? 5 →
3. 3
   Forecasting and GTM metrics

   Pipeline coverage, stage conversion, CAC payback, magic number, and calling a number you can defend to a board.

   How do I calculate conversion rates by stage, and what do I actually do once I have them? 4 → How do I forecast my own quarter as an AE so my manager stops overriding my number? 4 → Our win rate dropped this quarter. How do I work out why rather than just guessing? 4 → How do I tell whether my pipeline is real or just hopeful? 4 →