I recently became VP of CS for a company that has most of our clients on monthly contracts, yet are moving to annual. We have roughly 1000 on monthly. The average lifetime is 6 years. We are seeing better retention, utilization, and references from our annual clients and would love to continue on this path.
However, some of our most profitable and notorious customers are on monthly.
I would love to dive into how you would set up standards for touchpoints when operating with this customer base.