Case Study: Affinity improves onboarding, renewals, and retention with Clozd

Affinity strengthens customer retention with Clozd using 6-month renewal feedback and 3,000+ team insights

The customer, Affinity, a relationship intelligence platform, sought to move beyond traditional win-loss analysis to understand the entire customer lifecycle and improve retention. They partnered with the vendor, Clozd, to implement its win-loss analysis and customer feedback services to uncover insights at key journey touchpoints.

Clozd's solution enabled Affinity to expand its feedback program to include post-implementation and customer experience interviews. This provided a holistic view that identified friction points early, strengthened onboarding, and protected renewals. The program fostered a customer-centric culture and delivered tangible benefits, including proactive issue resolution and a richer bank of data to drive real organizational change.

Affinity