
Episode #309
Client Churn: From Reactive to Proactive (with Brett Linnenkohl & Josh Koeller)
Send us Fan Mail Agency growth gets expensive when every new client replaces one who just left. Brett Linnenkohl, fractional COO and founder of Evergreen Strategic Systems, and Josh Koeller, co-founder of The Customer Profit Engine, join Dr. William Attaway to unpack a more useful way to manage customer churn. Their work helps account managers move beyond subjective health-color ratings by finding the signals already buried in calls, CRM activity, support, and customer conversations. They share how a pilot reduced churn by four percentage points in ninety days, why proactive coaching produces stronger client relationships, and how the right data can uncover retention and expansion opportunities before a customer has one foot out the door. Chapters 00:00 Welcome and why retention matters 02:45 From fractional COO to customer focus 07:20 The three numbers agencies miss 09:02 Turning customer health into data 14:05 The problem with CRM notes 20:29 Connecting Slack, calls, and email signals 22:06 Pilot wins a $6K upsell 26:04 Escaping the churn treadmill 29:19 Proactive coaching beats reactive firefighting 31:10 Beyond agencies, MSP, solar, and more 35:18 Coaching CSMs without breaking trust 41:37 Mining past churn for hidden revenue 45:39 Beta offer guarantee and next steps Connect with Brett and Josh Explore the Customer Profit Engine and the Account Manager Profit Accelerator at customerprofitengine.com . Connect with Brett Linnenkohl and Josh Koeller on LinkedIn. I want to invite you to check out the Committed Mastermind, a community I help lead along with world-class leaders like JC and Karen Hite, Vinnie Fisher, and Jonathan Mast, plus incredible mentors like Dr. Gary Chapman, author of The 5 Love Languages, and many others. This is for entrepreneurs who want to build a thriving business without sacrificing their faith, their family, or their health. Check out the Committed Mastermind at https://committedmastermind.com/ ---- Check out Dr. William Attaway's new show, The Appreciation at Work Podcast ! Join Dr. William Attaway on the Catalytic Leadership podcast as he shares transformative insights to help high-performance entrepreneurs and agency owners achieve Clear-Minded Focus, Calm Control, and Confidence. Free 30-Minute Discovery Call: Ready to elevate your business? Book a free 30-minute discovery call with Dr. William Attaway and start your journey to success. Connect with Dr. William Attaway: Website LinkedIn Facebook Instagram TikTok YouTube






