Daisy Corfield

Global Head of Client Success

When was the last time you raised your voice to question a convention?

During a strategy meeting with my CEO, he referred to churn prevention as a CS KPI. I challenged this as we should align ourselves around the promotion of retention rather than simply fighting churn. A focus on churn is reductionist (it limits the view of CS as a commercial team that grows your business) and doesn't lend itself to the proactive approach CS should take. Left unchallenged this can impact how we work with clients, as well as how we value our teams (even monetarily speaking).