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Beyond Relationships: What Really Prevents Churn w/ Justin Chappell
Manage episode 485038686 series 3664664
Customer success isn't just about building relationships – it's about understanding your customers' strategic outcomes and helping them achieve measurable business results.
• Building relationships without connecting to business outcomes leaves accounts vulnerable to churn
• Track customer data meaningfully and use it in authentic, non-cheesy ways to strengthen connections
• Ensure smooth information transfer from sales to implementation to customer success
• Multi-thread relationships within customer organizations to protect against stakeholder turnover
• Never confuse customer satisfaction with customer success – they aren't the same thing
Follow Justin on LinkedIn: https://www.linkedin.com/in/justchappell/
🌐 Website
https://www.joedoestechtouch.com/
📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast
🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/joedigrande/
📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw
Chapters
1. Customer Relationships vs. Strategic Outcomes (00:00:00)
2. Welcome to Customer Unsuccess (00:00:32)
3. Building Authentic Customer Relationships (00:01:50)
4. Transferring Information Across Teams (00:04:45)
5. Understanding Different Customer Personas (00:09:30)
6. The Importance of Multi-Threading (00:18:00)
7. Key Takeaways and Executive Coaching (00:26:30)
3 episodes
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