HubSpot, a web marketing start-up is under pressure from VCs to quickly get brand-new clients and to preserve a low level of consumer churn. In the case, students check out the motorists of client churn and reveal chances to enhance consumer retention throughout the client selling, training, and option procedures.
Students evaluate a metric, CHI (Customer Happiness Index) which HubSpot utilizes to forecast which consumers will churn, and recommend options to enhance the company's forecasts. Students establish programs to decrease churn post-hoc then reengineer the business's consumer, selling, and marketing relationship management procedures to handle churn proactively through market division and targeting, item design, and client interactions.
PUBLICATION DATE: January 30, 2010 PRODUCT #: 110052-HCB-ENG
This is just an excerpt. This case is about FINANCE & ACCOUNTING
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