How to Spot Bad-Fit Customers in a SaaS Business ft. Anita Toth

Scale Tale - The Customer Success Podcast

Bad-fit customers are that troublesome segment that often leaves us scratching your heads about what to do. Customers who are not well-suited or aligned with the products, services, or values of your business can prove catastrophic for your bottom-line.
Hence, identifying and managing bad-fit customers is important to maintain a positive customer-business relationship and ensuring that business resources are effectively utilised.
In this episode of the Scale Tale Podcast, Mausmi Ambastha hosts Anita Toth, Chief Churn Crusher at ATI. Key topics of discussion:
💎 What are bad-fit Customers
💎 What is their impact on your business?
💎 How to identify them in the funnel?
💎 How to ensure that bad-fit customers do not enter the funnel?
💎 How to fire them and keep the funnel aligned?
Timestamps
00:00 - Preview & Intro
03:00 - How Anita got into customer success
06:05 - Identifying bad-fit customers
12:20 - Making effective use of customer data
18:44 - How to build a holistic product that your customers will love
22:10 - Benefits of attracting good-fit customers
27:10 - Dealing with bad-fit customers
31:22 - Breaking ties with bad-fit customers
36:10 - Goldmine Framework
41:50 - Closing
About Anita
Anita Toth is the Chief Churn Crusher at ATI, a Customer Retention Research, Strategy & Education company that serves B2B SaaS companies. Anita’s mission is to create happier customers & more profitable businesses. Using her 20+ years in academic research, Anita helps companies leverage what their customers want, need, think & feel to their competitive advantage. Anita leads 'Churn No More,' a tactical workshop that helps Customer Success Leaders win in customer retention and executive influence.
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Connect with Anita on LinkedIn
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Connect with the podcast host Mausmi Ambastha on LinkedIn