Harris: SpringBig tells overactive clients to text less for long-term retention
Jeffrey Harris · SpringBig Raised $11.5m on $100m Valuation at $20m Revenue in Niche CRM Space · Feb 21, 2021 · at 13:23
Jeffrey Harris, CEO of SpringBig, explains the company's customer success approach and retention strategy.
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“So we will actually go to clients as crazy as it sounds to say, Hey, you're texting too much, right? Because you're not seeing the value from it. Cause at the end of the day, I'd much rather have that client for five years and get them to generate a little bit less revenue each year, then let them go ahead and go crazy on texting. And have more revenue in the short term, but then they come back to me and say, Hey, I just spent 22 grand and I'm not seeing the same ROI.”
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