Latest / The Human Connection Podcast
Jennifer Doty (Former Fortune 100 VP) on Reducing Client Churn Through Better Metrics
"Stop worrying about what matters to you. Instead, worry about what it means from the customer's angle."
Your customer success team has a dashboard full of green metrics — meetings held, follow-ups logged, usage numbers trending up. Your client is about to churn anyway, because not one of those numbers has anything to do with why they bought from you in the first place.
Jennifer Doty spent over 20 years in Fortune 100 executive roles, including leading large operations teams at MetLife, before reinventing her career around a simple idea: the beliefs driving your team's behavior matter more…
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