High Churn Signals A Deeper Problem | EP27

Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.   In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.   Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.   Episode Breakdown: 00:00 Introduction 02:08 Bob Mathers’ Journey to Customer Success 04:52 The 5-Year Customer Model 05:03 Frustration with Customer Success Conversations 06:06 Shift from On-Prem to SaaS Models 08:10 The Burden of Generating Value 09:09 The Role of Customer Success in Long-Term Retention 11:35 The Role of Customer Success Managers 14:48 The North Star Goal: Five-Year Customer Retention 17:04 Ideal Customer Profile and Marketing Alignment 20:03 Commitment to Long-Term Goals 21:08 The Role of the CEO in Driving Change 22:02 Single-Digit Incremental Improvements vs. Mindset Shift 25:09 Core Functions, Behaviors, and KPIs 26:46 The Role of Data in Customer Success 27:18 Is a 5-Year Customer Good Enough? 28:06 The Role of the Chief Customer Officer 29:00 The Future of Customer Success and CCOs 32:32 The Role of Product in Customer Success 35:05 Optimal Structure for Customer Success Teams 39:48 Closing    Links Connect with Bob Mathers: LinkedIn: https://www.linkedin.com/in/bmathers/ Website: https://bobmathers.ca/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

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