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Key Takeaways
The hidden revenue in a customer base can be unlocked by focusing on customer experience and implementing a strong referral system.
Onboarding plays a critical role in reducing churn, as it sets the tone for the customer's journey and experience.
Identifying poor-fit customers and having a process in place to handle them is crucial for long-term customer success.
Running customer interviews at different touchpoints can provide valuable insights into customer needs and preferences.
Referral programs can be a powerful tool for generating new revenue, but they require a structured approach to be successful.
Key Statistics
Anita mentioned that many companies do not have a referral system in place.
Successful referrals can lead to shorter sales cycles and increased customer loyalty.
Key Discussion Points
Importance of maintaining a strong customer experience to reduce churn and increase customer retention.
How to identify poor-fit c...
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