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Episode 34: Slack as a Customer Retention Tool with Mike Molinet of Branch
Manage episode 349236416 series 3149629
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Jeff is joined by Mike Molinet of Branch. Mike had written this article on how Branch uses Slack to Retain and Grow $100k+ accounts. This was such a different perspective that we needed to get Mike on the podcast to explain. Listen has Mike describes:
- How Branch uses Channels to keep engagement high with Branch's power users and Champions
- Expectation management and guardrails needed to prevent CSM burnout with customers actively engaging with Slack
- Building organic communities with customers using Slack
- Sending Product updates and marketing to customers in Slack
- Tiering customers for level of slack engagement
- Using Slack engagement analytics to be leading indicators of churn and renewal.
And a ton more!
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