CS Tips to Reduce Churn and Increase NPS

Sydney Strader

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Acquiring a customer is no easy feat but retaining them, amidst an ever-growing competitive market and an abundance of noise fighting for your customer’s attention, is incredibly challenging.

Sydney Strader, Head of Customer Success at Catalyst shares tactical tips on how to reduce churn and increase NPS.

Leveraging 10 years of industry experience, Sydney discusses how you should be thinking about Customer Success based on science and data. Specifically, Sydney covers:

  • What you need to do to retain and grow your customers right now
  • How to gather customer feedback and action it
  • How to experiment and rapidly understand what is/isn’t effective
  • How to set expectations through your CS teams career development framework


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