Skip to content

08.5 · Capability in Retention

Customer success

Helping customers reach their goals with the product, and turning what they tell you into improvements.

Map4 skills

Not startedLearningComfortable

4 skillsClick a hexagon to set your status

08.5.1Feedback collectionMaking it easy for users to tell you what is working and what is not.
08.5.2Friction reductionRemoving the recurring annoyances that wear users down.
08.5.3Support insightsLearning from support conversations to improve the product.
08.5.4Resolving adoption barriersRemoving what stops customers from using the product fully.

Mark all 4

Where to start

2 resources

articleStart here
User-feedback requests: 5 guidelines ↗
NN/g · 2023 · 13 min
How to ask users for feedback at the right moment and in a way they will actually answer.
articleStart here
Churn analysis: steps to understanding why customers leave ↗
Chargebee · 2020 · 14 min
How to set up churn data, segment it and separate the reasons you can act on.

Tools

2 tools

ToolFreemium
Canny
canny.io ↗
Collects feature requests and feedback in one place and closes the loop with users.
ToolPaid
Intercom
intercom.com ↗
Customer messaging and support platform with chat, help center and product tours.

Also in Retention

08

08.1Recurring value4 skills
08.2Retention analysis4 skills
08.3Engagement design3 skills
08.4Customer lifecycle3 skills