#69: Achieve 95% Churn Reduction with Mayple

Imagine reducing the churn of your unmanaged customers by 95% within just six months.

Sounds impossible?

Well, Mailchimp did it.

And they saved $3.5M in Annual Recurring Revenue (ARR) in the process.

Mailchimp’s monthly churn in the long tail plummeted from a daunting 7% to a remarkable 0.5%. This incredible transformation was made possible by leveraging an innovative solution provided by Mayple.

Don't believe me? Hear about it from Rania Succar, Mailchimp's CEO.

In this week's newsletter, I unpack the solution that can help you unlock unimaginable results for your small customers and in turn generate world-class retention in a cost-effective way! 

The Long-Tail Churn Problem

Traditionally, businesses have struggled to provide personalised services to their smaller customers due to limited resources and the high cost of dedicated support.

It's virtually impossible to scale effectively if you give a decent level of human support to all your SMB customers. So you don't.

These customers end up in "tech-touch" segments. They are what we call "unmanaged" customers, as there's no human actively engaging with this account at any level. Every single interaction is digital and product-led.

A ton of long-tail customers are SMBs, and they show:

• more business risk
• lower product knowledge
• less in-house resources 

Not a combination that leads to autonomous success.

Mayple understands this problem intimately. They wrote a great SMB Churn Guide outlining this challenge.

That also means that the digital resources, the webinars, the academies and the communities end up not being enough to solve their problems at the speed at which they need to move. 

That's why the broad, one-size-fits-all, barely-there digital strategies that most companies use in this segment usually lead to poor outcomes, dissatisfaction and high churn rates.

The Solution

Mayple is revolutionizing how businesses manage their long-tail customers – those often neglected, lower-paying clients who nonetheless represent a significant portion of revenue. By placing expert consultants at their fingertips, Mayple ensures these customers receive the attention they need to thrive.

They are the Uber of CS.

Here's what they offer:

• Carefully pre-vetted experts to work with your customers, no matter their size
• Rigorous expert training, to ensure the service drives value for customers
• Service policy and standards, to ensure quality for your customers
• Service quality monitoring, for full transparency and visibility

The first time I saw Mayple's solution in a conversation with their COO, my jaw dropped.

Everything clicked. 

That's why I had to have Elad on the podcast. 

You can listen to the in-depth interview here.

Mayple's Game-Changing Approach

Mayple is changing the game with a unique approach that combines technology and human expertise. Here's why I think any business with a long-tail should explore Mayple:

1. On-Demand Expertise: Just like Uber connects passengers with drivers, Mayple connects your low-paying customers with industry experts who can provide tailored guidance and support. This model ensures that customers receive immediate, relevant help, without the need for complex partner scoping, vetting and contracting.
2. Scalable Support: By leveraging a network of specialized consultants, Mayple offers scalable support that grows with your customer base. This flexibility means that even as your number of small customers increases, each one can still receive high-quality assistance. Not something you can achieve using internal resources. 
3. Enhanced Customer Experience: Personalised interactions deliver better results. Customers feel valued when their specific needs are addressed by knowledgeable consultants. Better experiences combined with better results improve retention.
4. High-Quality Matches: Mayple uses AI to match customers with the most suitable consultants based on their unique challenges and goals. No more sifting through rolodex-like pages of hundreds of partners to find the right one. This targeted approach not only improves the efficiency of the service provided but also ensures that customers achieve their desired outcomes more quickly.
5. Proven Results: The success of Mayple’s approach is evident in the remarkable results achieved by companies like Mailchimp. By reducing churn by 95% and saving millions in ARR, they demonstrated the powerful impact of combining human expertise with scalable technology.

If this does not convince you to at least explore it as an option, I don't know what will!

CTA:

If you have a scaled CS motion, check Mayple out. 

1. Go to their website
2. Learn more about the solution
3. Book a Demo

I promise you won't regret learning what Mayple can do for your retention!