There are numerous opportunities for intervention here, often as simple as having a cron job add the account to a queue for the customer success team which will find a stupid, correctable reason like e.g. "Oh we forgot password" or "Bob left company" as behind the decline.https://twitter.com/jasonlk/status/1029106896370774020 …
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An online community is a great way of keeping on top of your engaged customers and extracting as much value as possible.
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I can see that as likely rounding to true for B2C, but in B2B, often times engagement is not particularly highly correlated with value, and depending on how you measure may be anti-correlated with value. (The best accounts rarely make disproportionate use of support.)
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So true.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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