EP 85 | Derek Skaletsky (Sherlock) - How to develop a customer engagement score and increase retention in the process

Today on the show we have Derek Skaletsky, Founder and CEO of Sherlock.In this episode, we talked about how Derek came up with the idea to build Sherlock and why now, how Sherlock determines an engagement score, and how CS, Sales, and Marketing teams can use it.We also discussed how Derek’s Head of Customer Success self was arguing with his Head of Product self back at Kissmetrics whilst leading these two teams, and we dove into Kissmetric’s #1 reason for churn and how Derek and his team halved their churn rate in just 12 months with a scorecard.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.