How to Reduce SMB Churn

A B2SMB Playbook: Best Practices for Winning, Keeping & Growing Small-Business Customers

The Problem: SMB clients have a tendency to cycle rapidly through marketing solutions — and poor communication of value by tech providers can precipitate this churn.

The Process: Boostability embarked on a research- and data-based “listening campaign” to better understand their ideal customers, and to pinpoint the key inflection points and factors leading to customer churn.

The Solution: The company refocused sales, marketing and customer service operations to better target ideal clients, set their expectations appropriately, educate the customer about the value of the product, and personalize their service to fit customer goals.

The Result: 5% reduction in monthly churn, and over $1.2 million in retained business.

 

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B2SMB Institute Playbook – How to Reduce SMB Churn