How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)

Unchurned - The No. 1 podcast for Customer Success

When every other business is cutting costs, it has become more important than ever to retain your customers.
With a focus on retaining customers, Gillian Heltai, CCO of Lattice shares insights on her 2x2 framework to help you assess customer health and put in place strategies to retain customers during the downturn.
Key Highlights
- Tech downturn impacting budgets and renewal cycles
- An economic framework for customer retention strategies
- Assessing value: ask, adoption metrics, health score
- Determining business health: ask customers, and analyze data
- North Star Metric: health score elements, product adoption
- Focus on best customers, reinforce value, gather resources
- Health score drives customer engagement and retention
- Helping customers during the crisis to retain advocates.

We spend more of our time on the value than we do on the health of the customer." - Gillian Heltai
Check out the framework: https://www.emcap.com/thoughts/playbook-for-retaining-customers-in-an-economic-downturn/
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