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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I tend to agree with you. Too many companies B2B do not know how to calculate what makes their community successful, and often jump straight to engagement as the "holy grail" metric. B2C = Call deflection ROI, B2B = what matters to your users?
Thanks. Twitter will use this to make your timeline better. UndoUndo
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