Churn isn't just about price. It's about value.
In this clip from our latest GTM Insider episode, Daphne Costa Lopes (Head of CS for Strategic Accounts at HubSpot) explains why delivering measurable customer value is the most effective and scalable retention strategy.
Retention doesn’t start at renewal it starts the moment a customer signs the contract. From that point on, your product is on a quiet, ongoing trial. If the customer doesn’t consistently experience clear value, they’ll begin to question the cost. When budgets get reviewed, anything that isn’t essential gets cut.
That’s why value is so crucial. As Daphne shares why delivering measurable outcomes transforms the renewal conversation. Instead of justifying your price, you're reinforcing your impact. And when your solution is seen as a critical driver of business results, you’re not on the chopping block you're part of the growth plan.
When customers don’t see impact, your product becomes expendable. But when your solution is clearly tied to outcomes, even tough budget conversations shift from “Can we cut this?” to “How can we keep this?”
Daphne unpacks:
- How to stay off the CFO’s chopping block
- Why price conversations change when you’re delivering real results
- How to shift from reactive saves to proactive value conversations
- The difference between negotiating value and re-pitching from scratch
Quick Links
📺 Catch the full episode here on YouTube or Spotify
🔗 Read more insights in our full GTM Insider blog
📰 Sign up for Daphne’s newsletter, This is Growth! A must-read head here.
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