I would agree with Mark to an extent - especially for the scenarios related to the customer not being happy with the work the developers are doing for them. And for those scenarios, Customer Success needs to be the advocate internally to surface the pain points, and achieve alignment at the leadership level so that the necessary changes can be made.
For the single project customers, if that is a known fact, it should not come as a surprise that the customer is not renewing. But maybe during the development/implementation, your developers or the implementation consultants can act as lead generators since they will be deep in the details and could see other opportunities that your company can help the customer with. Get a head start so you are not waiting till the very end and getting hit with a churn.....instead vet these customers for potential opportunities. But this will bring us back to the "were they happy with the developer/work done by the developer" if that is such a common pain point with the other churning customers. And if it does, it will reinforce the idea that changes are needed.
Hello Kevin,
Sounds like a tough challenge but I am sure with the right tools and the mindset, it can be turned around. A few questions to consider before mutually agreeing on the goals:
These are some of the things that come to mind immediately but I am sure the rest of the members will have a lot of valuable input.Please let me know if you have any other questions based on what I suggested.