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. 

Churn Buster Retention: January 2020