30 minutes

My customers are churning: what do I do? (Part 1)

In the fast-paced world of business, it's no secret that some customers may come and go. However, savvy companies know that minimizing churn rate is essential to long-term success. But what exactly can you do to keep customers?

In this session, Alex Gold, Manager of Enterprise Customer Success at GoCardless, and Daniel Deller, Manager Strategic Retail at Bazaarvoice will share their experiences and best practices on managing churn.

Watch the session to learn:

  • immediate steps to take when you think customers are churning

  • what are the specific steps to build a successful plan

  • how to work with customer personas in tricky situations

Watch the recording

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About the speakers

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Alex Gold

Manager of Enterprise CS, GoCardless

Alex Gold is Manager of Enterprise Customer Success at GoCardless with over 10 years of experience working in the CS world across the Martech and Fintech space. Based in London, she leads her team to drive success across GoCardless’s top merchants and build out a world-class CS function and strategy. Alex is also a full-time dog mum to Monty the Mini Dachshund, affectionately known to others as ‘Prince Monty’.

Alex Gold

Manager of Enterprise CS, GoCardless

Alex Gold is Manager of Enterprise Customer Success at GoCardless with over 10 years of experience working in the CS world across the Martech and Fintech space. Based in London, she leads her team to drive success across GoCardless’s top merchants and build out a world-class CS function and strategy. Alex is also a full-time dog mum to Monty the Mini Dachshund, affectionately known to others as ‘Prince Monty’.

Alex Gold

Manager of Enterprise CS, GoCardless

Alex Gold is Manager of Enterprise Customer Success at GoCardless with over 10 years of experience working in the CS world across the Martech and Fintech space. Based in London, she leads her team to drive success across GoCardless’s top merchants and build out a world-class CS function and strategy. Alex is also a full-time dog mum to Monty the Mini Dachshund, affectionately known to others as ‘Prince Monty’.

Alex Gold

Manager of Enterprise CS, GoCardless

Alex Gold is Manager of Enterprise Customer Success at GoCardless with over 10 years of experience working in the CS world across the Martech and Fintech space. Based in London, she leads her team to drive success across GoCardless’s top merchants and build out a world-class CS function and strategy. Alex is also a full-time dog mum to Monty the Mini Dachshund, affectionately known to others as ‘Prince Monty’.

Daniel Deller

Manager of Strategic Retail, Bazaarvoice

Daniel Deller leads the EMEA Retail team at Bazaarvoice with over 10 years of experience across sales and client success. He is currently leading a team of Account Directors who are responsible for renewing and expanding retail partnerships across EMEA.

Daniel Deller

Manager of Strategic Retail, Bazaarvoice

Daniel Deller leads the EMEA Retail team at Bazaarvoice with over 10 years of experience across sales and client success. He is currently leading a team of Account Directors who are responsible for renewing and expanding retail partnerships across EMEA.

Daniel Deller

Manager of Strategic Retail, Bazaarvoice

Daniel Deller leads the EMEA Retail team at Bazaarvoice with over 10 years of experience across sales and client success. He is currently leading a team of Account Directors who are responsible for renewing and expanding retail partnerships across EMEA.

Daniel Deller

Manager of Strategic Retail, Bazaarvoice

Daniel Deller leads the EMEA Retail team at Bazaarvoice with over 10 years of experience across sales and client success. He is currently leading a team of Account Directors who are responsible for renewing and expanding retail partnerships across EMEA.

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