Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | November 28, 2011 | Tip on How to Reduce Churn (Even in Low-Touch Models) Another tip taken during Sales 2.0 from Darren Suomi, VP Sales at HootSuite – this time regarding self service model and how to adjust it to reduce churn. You know how it is that you get many leads and you just don’t know who to refer first? This situation is common in many SaaS companies. With the right metrics and cohort analysis, it’s easy to decide who are the more engaged customers that are ready for sale and it’s usually more likely that if you’ll approach those customers, they’ll signup for your product. Darren is also claiming that even in a self service model (low-touch model) like HootSuite, once they find out who are their active users in their service, they proactively reaching them and by that they reduce churn. Tomorrow I will publish a tip by Mark Roberge, VP Sales at HubSpot who will explain the difference between the hunters and the farmers skill sets. To read the full transcription of the video, click here Video Transcription: I’m talking to Darren Suomi, VP of Sales from HootSuite. Bring me a model which where we play, it is a self-service model. So, we’re really trying to look at it from turning down the churn. I guess I’m looking at what people are trying to play instead of going from just a self-service. We’re actually just playing with the model in terms of a little bit of more of a high touch point. So, we are really taking a look at our customer who are quite active on social media. We are actually proactively reaching out of them and seeing where we might be able to help them versus just letting them fend for themselves. Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,902 views The difference between Customer Success Managers and Account Managers 12,963 views Your 90 day plan as a new VP of Customer Success 5,518 views Guy Nirpaz Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges. Pingback: The Top 10 Things We Have Learned about Client Retention() Pingback: Best of 2011: Top Videos and Blogs on Customer Engagement() Pingback: Best of 2011: SaaS Sales Models Tips() Pingback: Presenting – the SaaS Resource Center() You might also like You might also likeGrowth Hacking with User BehaviorTotango Named a Finalist in Three Categories for 2016 CODiE AwardsEasy-to-miss customer success blunders that can cost you customers BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.