On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance of building an authentic view of the product from the beginning. Anita also highlights the cost of not focusing on churn and the need to uncover hidden revenue opportunities. She discusses the limitations of NPS as a metric for measuring customer satisfaction and suggests alternative approaches.

Tune in to learn:

• Why building an authentic view of the product from the beginning helps avoid customer surprises and reduces churn.
• How uncovering hidden revenue opportunities is crucial for increasing customer lifetime value.
• The reason NPS has limitations as a metric for measuring customer satisfaction and alternative approaches should be considered.
• Why shifting the mindset from acquisition to post-sale is essential for long-term business success.
• Why trusting intuition and listening to customer insights are key for customer experience leaders.

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