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Spencer
Dent
Co-founder
Clozd
Spencer has extensive experience helping companies grow their revenues through global expansion, product line extension, and operational efficiency. He is the co-founder of Clozd, a premium win-loss services provider. Prior to Clozd, Spencer worked at Qualtrics where he was instrumental in defining its growth strategy and scaling global sales and marketing operations. Before Qualtrics, Spencer worked at Bain & Company, where he led projects that spanned Bain’s strategy, salesforce effectiveness, go-to-market, customer experience, and performance improvement practices. Spencer holds an MBA from Duke University’s Fuqua School of Business and a bachelor’s degree in finance from Brigham Young University.
12 March 2025 11:15 - 11:45
Using win-loss analysis to drive net retention
Discover a new way of thinking about customer retention! As a CS leader who's responsible for NRR, your NPS and health scores can only get you so far. Capturing direct customer feedback through in-depth, adaptive win-loss and churn interviews helps you get ahead of potential problems, secure healthy relationships, and understand exactly why you're retaining (and losing) critical business.