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Not Training Your CS Team Is Your Company's Biggest Expense

Name: Not Training Your CS Team Is Your Company's Biggest Expense
Uploaded: 2024-01-11T15:11:18+00:00
Duration: 1 min 11 s
Channel: Bob London
Description: Bob London argues that customer churn costs far more than training your CS team. Without skills like his Radically Authentic Discovery framework…

11 Jan 2024 · 1 min

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1:11

Bob London argues that customer churn costs far more than training your CS team. Without skills like his Radically Authentic Discovery framework, companies lose revenue expansion and retention, expenses that dwarf training investments.

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Let's talk about the cost of not doing it. If you are getting surprise churn in your customer base, if you are being asked to grow and expand revenue from existing customers and you can't, and it's hard to do, if your churn rate is rising, if your customer retention rate is falling, the cost of those is so exorbitant that it dwarfs anything you could spend on Radically Authentic Discovery or any other types of skills-based training that's going to help CSMs and account managers and sales folks better understand what moves customers, what moves them to stay what moves them to grow, stay longer, et cetera. Let's talk about the cost of not doing it. If you are getting surprise churn in your customer base, if you are being asked to grow and expand revenue from existing customers and you can't, and it's hard to do, if your churn rate is rising, if your customer retention rate is falling, the cost of those is so exorbitant that it dwarfs anything you could spend on Radically Authentic Discovery or any other types of skills-based training that's gonna help CSMs and, and and account managers and sales folks better understand what moves customers, what moves them to stay, what moves them to grow, stay longer, et cetera.