IMO lifecycle leaks don’t just drain revenue, they drain trust and time.. the “phantom handoff” alone is something I’ve seen sink otherwise solid products..
but hey, why bother fixing leaks when you can just raise another round and call it “growth”?
The tiny leaks you’ve described are the ones that quietly sink the ship while everyone’s busy chasing the next headline. According to Forrester, poor customer onboarding alone can reduce lifetime value by up to 50% -that’s not a crack, that’s a canyon!
Which part of the client journey do you usually find has the worst hidden leak?
Exactly! Sometimes it’s little holes and other times it’s shockingly massssive.
In my experience it really is in that handoff from sales/onboarding space. Whether it be super obvious and measurable, like literally not sending the invoice, or more hidden in the way you’re speaking where the client doesn’t have a good experience early on and either churns or ghosts the billing.
really interesting and practical article :)
IMO lifecycle leaks don’t just drain revenue, they drain trust and time.. the “phantom handoff” alone is something I’ve seen sink otherwise solid products..
but hey, why bother fixing leaks when you can just raise another round and call it “growth”?
lol that sentiment is all too familiar. Plugging leaks is a lot less fun. 🙃
The leaky buck 😔 signing tomorrows churn 😔 thanks for sharing Katie ✅
I like this stuff Katie - a lot of it resonates with my own world!
There is only one thing I would challenge: surely it’s called duck tape?
The tiny leaks you’ve described are the ones that quietly sink the ship while everyone’s busy chasing the next headline. According to Forrester, poor customer onboarding alone can reduce lifetime value by up to 50% -that’s not a crack, that’s a canyon!
Which part of the client journey do you usually find has the worst hidden leak?
Exactly! Sometimes it’s little holes and other times it’s shockingly massssive.
In my experience it really is in that handoff from sales/onboarding space. Whether it be super obvious and measurable, like literally not sending the invoice, or more hidden in the way you’re speaking where the client doesn’t have a good experience early on and either churns or ghosts the billing.