SaaScast: How we made customer retention a main priority

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<section class="post-full-authors"> <section class="author-card"> <a href="/author/anthony/"> <img class="author-profile-image" src="/content/images/size/w300/2022/04/image_123986672.JPG" alt="Anthony Witherspoon" /> <section class="author-card-content"> <h4 class="author-card-name">Anthony Witherspoon</h4> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </div> </div> </div> <div class="post-full-image" style="background-image: url(/content/images/2024/09/Mike-Dry-2-1-1.png);"> </div> </header> <div class="post-content"> <aside class="toc-container"> </aside> <p>Making customer success a collective effort involves strategy, culture, and a willingness to work cross-functionally. </p><p>In the latest episode of SaaScast, we had the pleasure of speaking with Mike Dry, VP of Customer Success at Dealfront, who shared his insights on how his company has turned churn management into a collaborative, company-wide task. Check out the full episode here. 👇</p><figure class="kg-card kg-embed-card"><iframe width="200" height="113" src="https://www.youtube.com/embed/SSUyX0Pisck?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen="" title="How we made customer retention a priority with Mike Dry, VP of Customer Success at Dealfront"></iframe></figure><h2 id="about-the-episode">About the episode</h2><p>Mike dives into Dealfront’s approach to addressing customer churn as a cross-departmental effort. He discusses the importance of clear communication, the challenges of aligning remote teams around common goals, and the crucial role of company culture in building customer success initiatives. </p><h2 id="main-talking-points">Main talking points</h2><ul><li><strong>Company-wide churn management:</strong> Mike explains how Dealfront has made churn management a collective responsibility.</li><li><strong>Cross-departmental collaboration:</strong> Instead of siloing tasks by department, Dealfront's customer success initiatives focus on collaborative efforts. </li><li><strong>Remote team alignment:</strong> With a team mix of remote and in-office staff, Mike discusses the unique challenges of keeping everyone aligned on customer success goals. </li><li><strong>Effective use of tools:</strong> Mike talks about the importance of using the right tools for customer retention. </li></ul><h2 id="about-the-guest">About the Guest</h2><p><strong>Mike Dry</strong> is the VP of Customer Success at Dealfront, where he plays a pivotal role in developing strategies to enhance customer experience, satisfaction, and retention. </p><p>With years of experience in customer success and remote team management, Mike is a strong advocate for cross-departmental collaboration and building a culture that empowers team members at every level. </p><p>His forward-thinking approach has been instrumental in helping Dealfront create a more customer-centric organization.</p><h2 id="get-involved">Get involved</h2><p>Want to learn more about scaling your SaaS org, or share your knowledge?‌‌ Why not be a guest on SaaScast? Simply drop our Content Creator, Anthony Witherspoon, a line here: anthony@futureofsaas.io.</p> </div> <aside class="post-upgrade-cta hidden-upgrade"> <div class="post-upgrade-cta-content"> <img src="/content/images/2024/04/SAAS-ICON.png" alt="SaaS Alliance icon" class="site-logo" /> <h2>Like what you see? Then check out tonnes more.</h2> <p class="post-upgrade-cta-desc"> For exclusive content by industry experts and an ever-increasing bank of real world use cases, to 100+ deep-dive summit presentations, our membership plans are packed with awesome AI resources. </p> <div class="post-upgrade-buttons-wrapper"> <a class="button large primary" href="/signup/">Subscribe now</a> </div> </div> </aside> <aside class="post-upgrade-cta get-cert-cta" style="display:none;"> <div class="post-upgrade-cta-content"> <img src="/content/images/2024/04/SAAS-ICON.png" alt="SaaS Alliance icon" class="site-logo" /> <h2>Get product marketing certified.</h2> <p class="post-upgrade-cta-desc"> PMMC™ unleashes product marketers’ potential. Lauded by leading lights like Facebook and HubSpot, it offers expert insights, priceless tuition, and awesome resources. No topic missed. No page unturned. </p> <div class="post-upgrade-buttons-wrapper"> <a class="button large primary" href="https://certified.productmarketingalliance.com/p/product-marketing-certified-core" target="_blank">Get certified</a> </div> </div> </aside> <section class="post-full-authors post-full-authors-with-bio"> <section class="author-card"> <div class="post-full-authors-content"> <p>Written by: </p> </div> <a href="/author/anthony/"> <img class="author-profile-image" src="/content/images/size/w300/2022/04/image_123986672.JPG" alt="Anthony Witherspoon" /> <section class="author-card-content"> <h4 class="author-card-name">Anthony Witherspoon</h4> <p>Anthony is the copywriter at Future of SaaS. When he's not spearheading our content strategy, he's got his nose buried in a novel, attending philosophy clubs, or doing a bit of improv acting. </p> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </section> <section class="subscribe-form"> <p>Get industry insights</p> <form data-members-form="subscribe"> <input data-members-email type="email" required="true" placeholder="youremail@example.com" /> <br> <button type="submit">Join</button> </form> </section> <aside class="read-next"> <aside class="read-more-wrap outer"> <header class="read-next-card-header"> <h3><span>More in</span> <a href="/tag/saascast-podcast/">Saascast</a></h3> </header> <div class="read-more inner"> <article class="post-card"> <a class="post-card-image-link" href="/driving-inclusivity-in-healthcare-with-brad-hoeweler-video/"> <img class="post-card-image" src="/content/images/size/w800/2024/11/Brad-Hoeweler-Blog.png" alt="Driving inclusivity in healthcare with Brad Hoeweler [Video]" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/driving-inclusivity-in-healthcare-with-brad-hoeweler-video/"> <header class="post-card-header"> <h2 class="post-card-title">Driving inclusivity in healthcare with Brad Hoeweler [Video]</h2> </header> <section class="post-card-excerpt"> <p>In this insightful episode of SaaScast, we sit down with Brad Hoeweler, CEO and co-founder of Pay Theory....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">1 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/saascast-mastering-revenue-operations/"> <img class="post-card-image" src="/content/images/size/w800/2024/05/Nicholas-Gollop.png" alt="SaaScast: Mastering revenue operations [Watch now]" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/saascast-mastering-revenue-operations/"> <header class="post-card-header"> <h2 class="post-card-title">SaaScast: Mastering revenue operations [Watch now]</h2> </header> <section class="post-card-excerpt"> <p>RevOps a crucial asset in the competitive SaaS industry.And no one knows the importance of revenue operations more than RevOps strategy advisor Nicholas Gollop. Check out his expert insights right here....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">1 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/saascast-demystifying-product-led-growth/"> <img class="post-card-image" src="/content/images/size/w800/2024/02/FoSaaS_SaaScast_Podcast_Youtube_Thumbnail_.png" alt="SaaScast: Demystifying product-led growth" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/saascast-demystifying-product-led-growth/"> <header class="post-card-header"> <h2 class="post-card-title">SaaScast: Demystifying product-led growth</h2> </header> <section class="post-card-excerpt"> <p>Vincent Jong, VP of Product at Dealfront, lifts the lid on product-led growth :The key benefits for SaaS companies, effective strategies for implementation, and common pitfalls for SaaS companies....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">1 min read</span> </footer> </div> </article> </div> </aside> </aside> </article> </div> </main> <div class="floating-header"> <div class="floating-header-logo"> <a href="https://www.saasalliance.io"> <img src="/content/images/size/w100/2024/04/SAAS-ICON.png" alt="SaaS Alliance icon" /> <span>SaaS Alliance</span> </a> </div> <span class="floating-header-divider">—</span> <div class="floating-header-title">SaaScast: How we made customer retention a main priority</div> <div class="floating-header-share"> <a class="floating-header-share-tw" href="https://twitter.com/share?text=SaaScast%3A%20How%20we%20made%20customer%20retention%20a%20main%20priority&url=https://www.saasalliance.io/saascast-how-we-made-customer-retention-a-main-priority/" onclick="window.open(this.href, 'share-twitter', 'width=550,height=235');return false;"> <?xml version="1.0" encoding="iso-8859-1"?> <svg viewBox="0 0 24 24" aria-hidden="true" class="r-18jsvk2 r-4qtqp9 r-yyyyoo r-16y2uox r-8kz0gk r-dnmrzs r-bnwqim r-1plcrui r-lrvibr r-lrsllp"><g><path d="M18.244 2.25h3.308l-7.227 8.26 8.502 11.24H16.17l-5.214-6.817L4.99 21.75H1.68l7.73-8.835L1.254 2.25H8.08l4.713 6.231zm-1.161 17.52h1.833L7.084 4.126H5.117z"></path></g></svg> </a> <a class="floating-header-share-fb" href="https://www.facebook.com/sharer/sharer.php?u=https://www.saasalliance.io/saascast-how-we-made-customer-retention-a-main-priority/" onclick="window.open(this.href, 'share-facebook','width=580,height=296');return false;"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 32 32"><path d="M19 6h5V0h-5c-3.86 0-7 3.14-7 7v3H8v6h4v16h6V16h5l1-6h-6V7c0-.542.458-1 1-1z"/></svg> </a> <a class="floating-header-share-linkedin" href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.saasalliance.io/saascast-how-we-made-customer-retention-a-main-priority/" onclick="window.open(this.href, 'share-facebook','width=580,height=496');return false;"> <?xml version="1.0" encoding="utf-8"?>  <svg version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 20 20" style="enable-background:new 0 0 20 20;" xml:space="preserve"> <g> <g> <path class="st0" d="M18.5,0h-17C0.7,0,0,0.6,0,1.4v17.1C0,19.4,0.7,20,1.5,20h17c0.8,0,1.5-0.6,1.5-1.4V1.4C20,0.6,19.3,0,18.5,0 z M5.9,17H3V7.5h3V17z M4.4,6.2c-1,0-1.7-0.8-1.7-1.7c0-0.9,0.8-1.7,1.7-1.7c0.9,0,1.7,0.8,1.7,1.7C6.2,5.4,5.4,6.2,4.4,6.2z M17,17h-3v-4.6c0-1.1,0-2.5-1.5-2.5c-1.5,0-1.8,1.2-1.8,2.5V17h-3V7.5h2.8v1.3h0c0.4-0.8,1.4-1.5,2.8-1.5c3,0,3.6,2,3.6,4.5V17z" /> </g> </g> </svg> </a> </div> <progress id="reading-progress" class="progress" value="0"> <div class="progress-container"> <span class="progress-bar"></span> </div> </progress> </div>  <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.10.0/tocbot.css" />  <script src="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.10.0/tocbot.min.js"></script> <script> if (window.isTOCenabled) { document.querySelector('.toc-container').innerHTML = '<div class="toc"></div>'; tocbot.init({ tocSelector: '.toc', contentSelector: '.post-content' }); } </script> <div class="footer"> <div class="footer-wrapper"> <div class="site-footer-content"> <div class="site-footer-content-logo"> <a href="/"> <img src="https://www.saasalliance.io/assets/img/sales/SAAS.png?v=585ff753fe" /> </a> </div> <div class="site-footer-content-title"> SaaS Alliance was founded in early 2020 with a mission of creating a one-stop-shop of resources, content, and learning materials for those in SaaS. </div> <br> <b class="site-footer-content-title">Let’s drive innovation, evolution and growth. 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