Retention Resources and Insights
The collection of articles, primarily authored by Roberto Parra between 2020 and 2024, provides evidence-based strategies and insights on customer retention, addressing how to resolve buyer concerns, predict and prevent churn, enhance customer experiences for revenue growth, manage renewals and price increases, and transform existing customers into a profitable growth engine, while also including research-backed perspectives on customer churn challenges and effective apology methods.
Resolve Concerns Responsively
Learn an evidence-based approach to effectively resolve your buyers’ concerns.
- Author: Roberto Parra
- Date: May 31, 2024
Predicting and Preventing Churn
Analysis of customer feedback from hundreds of “at-risk” deals reveals the reasons why some customers choose to leave—and what you can do to make sure yours stay.
- Author: Roberto Parra
- Date: March 7, 2024
The Great 8 for Expansion
Understand, retain, and grow revenue with existing customers by measuring and improving their experiences at important moments.
- Author: Roberto Parra
- Date: February 8, 2024
Win the Retention Growth Play
Find out how to reinforce your customer relationships and reduce churn.
- Author: Roberto Parra
- Date: September 22, 2023
Winning the Retention Growth Play
Find out how to proactively prevent customer churn.
- Author: Roberto Parra
- Date: July 26, 2023
Securing Stable Customer Relationships in Unstable Times
Find out how to win renewals and price increase conversations without disrupting your customer relationships.
- Author: Roberto Parra
- Date: October 29, 2021
Retention is the New Growth
Get an actionable plan to transform your existing customer base into a profitable growth engine.
- Author: Roberto Parra
- Date: July 14, 2020
Customer Churn is Coming. What Can You Do?
Recent research from Gainsight, a customer success software company, paints a gloomy picture for technology companies when it comes to customer renewals and upsells. Almost in an instant, companies are turning nearly all their focus toward keeping and growing their existing customers.
- Author: Tim Riesterer
- Date: April 17, 2020
The Best Way to Apologize to Customers, Backed by Science
No matter how you phrase it, apologizing to your customers for a service failure is never easy. They’re upset, and you need to find some way to salvage the relationship and their business. But it’s tricky to navigate such a situation.
- Author: Tim Riesterer
- Date: April 30, 2019
Winning Customer Renewals with a Messaging Framework
Provocative messaging works wonders… except when it doesn’t. Among the exceptional scenarios, it turns out, are sales renewal strategies—a selling situation where marketers and sales pros need to have a compelling answer to the question that’s top of mind.
- Author: Tim Riesterer
- Date: February 11, 2019
“Why Stay?” A Framework For Winning More Renewal Business
Start having more effective and impactful renewal conversations with your customers.
- Author: Roberto Parra
- Date: March 2, 2017