Kristi Faltorusso is a Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade she has helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy. Kristi has been recognized as a 2020 Top 25 Customer Success Influencer by SuccessHacker, 2021 Top 50 Customer Success Influencer by SmartKarrot, and a 2021 Top Engagement Expert by HigherLogic.
Day 1: May 18, 2021
1:30 pm
1:30 pm
Fireside Chat: Retention Strategies
Identify and Manage Customers at Risk of Churn to Improve Retention
Customer retention requires keeping track of customers who are at the greatest risk of churn. Create standards to help your company retain its customer base. Take away a blueprint to:
- Develop a system to flag customers at greatest risk of churn
- Allocate resources to the biggest risk categories
- Predict risk situations and repair relationship issues before they occur
Reduce churn by putting an action plan in place to deal with risk in your customer success practice.
Day 2: May 19, 2021
