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B2BCustomer Success · 5 min read
Churn is a leading indicator of your honesty
High churn isn’t always a product problem. Sometimes it’s a sales problem. You sold the product as something it isn’t.
When churn spikes, the first instinct is to interrogate the product. Sometimes that’s right. Often, the churn is downstream of how the product was sold, promises made in a deal cycle that the product doesn’t keep.
Where dishonest selling hides
- Demos that show happy paths that aren’t yet supported in production.
- Roadmap commitments that aren’t on any roadmap.
- Implied integrations that work only with caveats.
- Customer references who were comped or differently configured.
Honest selling is cheaper
The deals you don’t close because you were honest are deals you wouldn’t have kept anyway. They just churn later, more expensively, with a worse story.
Sell what’s true. Keep what closes.