Ironically, that path was something we finally discovered in 2016. We tested a customer success program, whereby trained Moz staff members held phone calls with subscribers in their first month of use, walked them through the features of the product, proactively answered questions, and helped people learn how to solve their problems and goals using the tools. The effect was dramatic. Subscribers who talked to a customer success representative for thirty to forty-five minutes stayed with the product for 30 percent longer than those who didn’t. Even our least-experienced customers (those very
...more
