Case Study: Reputation reduces surprise churn and strengthens renewal strategies with Clozd

Reputation uncovers surprise churn with Clozd in 50+ interviews

Reputation, a provider of an online reputation management platform, faced a significant challenge with "surprise churn," where customers with seemingly healthy green scores would unexpectedly cancel their contracts. Their internal health scoring process did not accurately reflect the true sentiment of their customers. To uncover these hidden risks, they turned to Clozd and its customer feedback interview service.

Clozd acted as a neutral third party to conduct detailed midpoint interviews, capturing candid feedback that customers were reluctant to share directly. This provided Reputation with an accurate view of account health, allowing them to identify risks earlier and create proactive playbooks. The solution helped them successfully save at-risk customers, with the revenue from one saved account alone covering the entire cost of their Clozd contract. This enabled Reputation to build stronger renewal strategies, protect revenue, and strengthen customer relationships.

Reputation