Prevent churn: adopt a proactive stance to build lasting customer loyalty
100% digital e-learning course – Estimated duration: 1h30 – Level: Intermediate to Advanced
Target audience: Customer Success Managers (CSM), Customer Relationship Managers, Account Managers
In a world where each lost customer directly impacts your profitability, mastering the levers of loyalty is essential.
This course covers in depth proactive advice for preventing churn via an operational, structured and applicative approach, designed for Customer Success professions.
You will learn, in 6 progressive modules, to:
• Understand the strategic challenges of churn and its hidden costs
• Master the fundamentals of customer retention: customer lifecycle analysis, Churn typologies, weak signals
• Deploy Customer Success best practices to anticipate disengagement
• Adapt your actions according to customer typologies, their sector, their degree of maturity or the contract phase
• Experiment with an interview simulator with an “at-risk” customer to practice detection and relational resilience
• Evaluate your knowledge with a final mega quiz to anchor all the knowledge
This course allows you to build a proactive approach capable of preventing instead of reacting.
→ A loyal customer costs up to 5 times less than a customer to win – this module helps you change the paradigm.
→ A weak signal that is not listened to is often the first link in a customer’s departure.
In summary, this course is for you if you are looking to:
• Sustainably reduce your churn
• Equip your team with concrete and customizable actions
• Strengthen your business partner position with your customers
• Maximize retention without being intrusive
Module 1 – Preventing churn, a priority
Discover why preventing churn is not an option but a strategic imperative.
Through this introductory module, you will learn:
• Why a customer often leaves well before saying they are unhappy
• What weak signals to observe before the end of a contractual period
• What stance to adopt at the first signs of disengagement
• How proactivity changes the perception of the role of a CSM
A must-have for becoming aware of the hidden value of each retained customer.
