B2C, short for Business to Community, has a article about ways to decrease customer churn. Their five recommendations might seem obvious, but I bet in the "heat of battle" these solid ideas get lost. In summary, they are:
- Understand Product Usage Patterns
What is the customer really doing with the system?
- Watch for Organizational Changes
The guy you trained is gone!
- Build Relationships High and Wide
See the last point.
- Improve the Onboarding Process
Don't set it...