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Bowery Capital > Podcasts  > BC Startup Sales Podcast – Managing Customer Churn with Annette Promes (Moz)
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BC Startup Sales Podcast – Managing Customer Churn with Annette Promes (Moz)

For the podcast this week, we welcomed Annette Promes, CMO and Head of Customer Success at Moz, to talk about managing customer churn, both proactively and reactively. Annette started at Moz – a Marketing Analytics Software company – in 2013, and has over 20 years of marketing experience. Moz helps companies everywhere with online marketing, offering various products that help companies with everything from content and search marketing to Twitter analytics.

During the podcast, we start by defining customer churn, how it occurs, and how it can impact a company. We discussed many different tactics that can be employed to keep churn and its negative effects as low as possible, and some tips for trying to prevent it from happening in the first place. However, if your company is experiencing significant churn, investigating what drove your customers to churn should be your first step. Next, we covered how to identify the catalyst causing customer to churn and how your company should figure out internally how to minimize the negative effect of the existing issue. If the churn was caused by a specific feature or lack of feature in the product, you must determine whether this needs to be changed. If the issue is product based, then churn could be managed by simply communicating with the product development team exManaging Customer Churnactly what needs to be changed or added. Churn could be caused by a variety of other things specific to your business, but it is always something that needs to be managed to maximize customer retention and overall happiness. Finally, we cover proactively preventing churn, by discussing how to identify high risk customers and alleviate their issues before they churn.

We hope this podcast helps you with managing customer churn!  For more podcast episodes from the Bowery Capital Startup Sales Podcast, go here.

Loren Vittetoe
Loren Vittetoe

Loren is a Principal at Bowery Capital based in New York. Prior to joining Bowery Capital, Loren was an Associate in the Investment Banking Division at Goldman Sachs where she participated in a number of equity, debt and M&A transactions, predominantly in the enterprise software and internet sectors. Prior to Goldman Sachs, Loren worked at Groupon in the Corporate Finance Division where she built and led the initial Investor Relations department and subsequently ran Financial Planning & Analysis for the company’s 12 countries in APAC. Loren started her career at Activision Blizzard in the Investor Relations department. Loren has a B.S. in Communication from Boston University.