For SaaS companies, customer churn isn't just a number—it’s a critical metric that can significantly impact long-term growth and profitability.

Addressing customer churn effectively requires a holistic approach, as it's often the result of various touchpoints in the customer journey, from the initial sale to post-onboarding support.

That’s why this episode of SaaScast with Mike Dry, VP of Customer Success at Dealfront, dives deep into the common pitfalls companies face when trying to tackle churn and how to avoid them.

Check out the full episode right here. 👇

Episode overview

In this episode, Mike draws from his 10+ years in the tech industry to share valuable insights on reducing customer churn.

As a leader of a 41-person team responsible for both customer success and support at Dealfront, he has firsthand experience seeing where companies often go wrong.

He discusses how churn is often mistakenly treated as a problem for the CS department alone, why companies should focus on incremental improvements rather than searching for a silver bullet, and how leveraging data can reveal the true causes of churn.

Mike emphasizes that churn is a business-wide issue, not just a customer success problem. The episode highlights how understanding customer data, zooming out for a big-picture view, and addressing common customer pain points early on are key steps in reducing churn.

Key talking points

  • Churn is not just a CS problem: It’s often the outcome of a company-wide issue, involving everything from the sales process to product experience.
  • No silver bullet: Churn reduction comes from marginal improvements across various parts of the customer journey rather than one sweeping solution.
  • The importance of data: Companies often overlook the data that can reveal where churn occurs in the customer journey.
  • Avoid tunnel vision: By focusing too narrowly on potential fixes, companies can miss broader solutions that address multiple customer pain points.

But this is just part one! Join us next time, when we dive into Dealfront's strategy for making churn a company-wide issue.

About the guest

Mike is the VP of Customer Success at Dealfront, a go-to-market platform that equips companies with the tools to target the right prospects using company information, contact details, and website visit data.

With over six years at Dealfront, formerly Leadfeeder, Mike leads a large team dedicated to ensuring a smooth and positive customer experience from onboarding through long-term support. He has extensive experience in the tech and SaaS space, bringing valuable insights to customer success strategies and best practices for reducing churn.

Get involved

Want to learn more about scaling your SaaS org, or share your knowledge?‌‌ Why not be a guest on SaaScast? Simply drop our Content Creator, Anthony Witherspoon, a line here: anthony@futureofsaas.io.