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Rachel
Castaneda
Customer Success & Retention Director
Cvent
Rachel's role at Cvent is at the intersection of sales and customer success. She actively engages with customers who have been identified as “at-risk” of cancellation, termination or non-renewal as a result of perceived and/or experienced dissatisfaction, and mitigates termination by developing and executing cross-departmental “get-well” plans.
29 January 2026 16:15 - 17:00
Panel: From churn to champions - how to keep customers for the long haul
Turning at-risk customers into long-term advocates is the key to sustainable growth. In this presentation, we’ll discuss proven strategies to reduce churn and build lasting customer loyalty. Attendees will learn how to identify early signs of churn, implement proactive retention tactics, and create a customer experience that fosters deep engagement. By transforming challenges into opportunities and turning customers into champions, you'll drive higher retention rates, increase lifetime value, and strengthen customer relationships for the long haul.