What is the impact of Customer Success on Gross and Net Retention?

In this episode, I hosted Luke Diaz, Director of Customer Success at AppZen. Luke is passionate about building and leading high-performance customer-success orgs.

We explored strategies for achieving best-in-class gross and net retention, emphasizing the importance of customer onboarding, churn post-mortems, and aligning compensation plans.

We also discussed how to use the voice of the customer to prevent churn.