I’m currently prepping for an interview with Kristen LaFrance – she works in customer retention and is the author of a great article I’ve shared, Churn Buster Retention Bites: January 2020.
Her retention bite #1: customers are better than metrics.
“Here’s something I’ve been chewing on: are the metrics we live, breathe, acquire, and retain even that powerful? Can we really base every business decision on numbers alone?”
Spoiler: her answer is No.
She argues that the people themselves are better than these metrics. I’ve been working on this a lot recently because metrics and data DO matter, but she makes a point that numbers are just a tool.
Original Medium: Churn Buster Retention Bites: January 2020 (Article)