We’re well into 2024, and after launching Flex Interviews in February, we’re excited to roll out a handful of new products as we continue to innovate and work to meet our clients’ ever-evolving needs.

Here’s a quick look at several of the things you’ll be seeing on our website and within the Clozd Platform.

Churn Analysis—Updated views for new and existing business

Customer retention is something that’s literally always on our clients’ minds.

Clozd already uncovers the reasons you win and lose new business—and now we’ve made it easier for you to understand why your current customers either renew or churn.* The added ability to analyze what you’re hearing from both prospects and existing customers will empower you to better enable your sales and client success teams.

*And if you don’t like the word “churn,” you can easily customize the wording throughout the platform to match your organization’s taxonomy.

"Our customers often hear different win and loss reasons when they interview recent buyers compared to existing customers,” said Jonathan Barlow, product manager at Clozd. “New business feedback is often more focused on the sales process and market perception, while feedback from your established customers reveals more about how they use—and try to find value in—your solution. The Clozd Platform now makes it easy to toggle between new and existing business to explore those differences."

‎Several of our clients are already using churn analysis effectively.

We recently worked with Clearbit VP of engineering Rebecca Yang to learn more about their use case for churn interviews and analysis. Rebecca’s hope was that win-loss insights could be a guide for product development and validation, and that they’d also help Clearbit increase buyer empathy and boost customer retention.

“I think a lot of companies are dealing with challenges with retention right now,” she said. “But from my perspective, it's like, yeah, the market sucks and there's going to be things that are outside of our control. [Doing win-loss analysis] is so within our control, and it helps.”

(Spoiler alert: Clearbit attributes a 10% increase in gross retention to win-loss analysis by Clozd.)

Churn analysis with Clozd delivers honest and in-depth customer feedback that helps identify at-risk accounts and boost retention. The goal of churn interviews is to help you …

• Increase renewal revenue
• Identify win-back opportunities
• Improve customer retention

Kathy Hassett, VP of customer success & renewals at Xactly, has also utilized what they refer to as Clozd’s “stay” interviews.

“We thought it would be great to look at our customer base as a whole, and we figured that there were probably a number of customers out there that were at-risk, and maybe we weren’t aware yet,” she said. “But even if they weren’t at-risk, we thought that we could gain a lot of good, valuable information by talking with these customers.”

(Another spoiler alert: These interviews did in fact help them capture extremely useful information.)

Our tailored churn interviews are in-depth and adaptable, with questions aiming to connect with and understand the unique objectives and experiences of each customer. Check out how your company could leverage churn analysis to connect with your customer and boost retention.

Deal Drawer

Deal Drawer is the first of many iterations designed to help manage participants and outreach within the Clozd Platform. Deal Drawer gives users visibility into participant data for selected deals, a log of feedback statuses and history, and visibility into who is the sales rep on the deal. This enables them to take action—like managing participants, coordinating with reps, or seeing the feedback history and statuses—as needed.

‎Key benefits include …

• Centralized participant data gives users complete visibility to understand the overall status of a deal.
• Understand gaps in data to better manage participants (add/exclude names) and coordinate with reps as needed.
• Visibility into the current feedback history and status.

Survey Builder & New Survey Experience

Survey Builder empowers users to customize surveys and preview them before sending—both live and in a preview environment—so they can distribute surveys with confidence.

You’ll be able to select their survey type, add a logo, require responses, and create custom questions. You also have the ability to publish, unpublish, and draft and publish a new survey—as well as control of who sees it and who can use it for distributions.

‎Thanks to these enhancements, your customers will be able to utilize a more modern survey-taking experience—and it will help you add feedback, improve participation, and gain quicker access to critical win-loss data.

For a personalized Clozd demo, sign up here.