Episode #
How to Drastically Improve Customer Retention #2027
March 07, 2022

In episode #2027, Neil and Eric unpack their methods for how to drastically improve customer retention. If you’re struggling with customer retention then there are several things that could be causing it, from your positioning to your customer service. Tune in to find out how to identify what is causing more churn than you’d like and how to turn things around!


  • [00:20] Today’s topic: How to Drastically Improve Customer Retention.
  • [00:30] A summary of our definition for customer retention.
  • [01:11] The recommended metrics for customer retention in B2B and SaaS businesses.
  • [01:36] Seven Powers, the concept of switching costs, and how they help retention.
  • [02:27] How communicating with customers and finding out about their needs can improve retention.
  • [03:02] How to use LinkedIn to improve customer retention through your hires.
  • [03:20] Why you need to do continual customer development to ensure retention.
  • [04:18] Why product customer fit and positioning are essential for retention.
  • [06:16] That’s it for today! Don’t forget to rate, review and subscribe!
  • [06:26] Go to https://marketingschool.io/live to learn more!

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