In this episode, Elizabeth interviews Kelly Olson, an expert in customer growth and retention for startups and small growing teams. Kelly shares her journey of transitioning from working in full-time roles to fractional leadership, allowing her to help companies improve their post-sales process, retain customers, and foster brand loyalty. They discuss the importance of a structured and proactive post-sales process, the challenges founders face when scaling their business, and how making strategic shifts can prevent churn and enhance customer retention. Kelly also offers practical tips for improving customer onboarding and leveraging existing systems to optimize the customer journey.In this episode, you’ll learn:The importance of understanding and improving the post-sales process to retain and grow your customer base.How a lack of process can lead to chaos and customer churn, and the steps you can take to address these challenges.The role of fractional leadership in helping businesses scale without the burden of full-time commitments.Practical advice on creating repeatable processes for customer management, segmentation, and forecasting.How focusing on customer outcomes and value can turn clients into long-term advocates.Connect with Kelly:​​https://www.linkedin.com/in/olsonkelly/https://www.ko-knows.com/CONNECT WITH ME:• Website: www.elizabethoneill.com• LinkedIn: https://www.linkedin.com/in/elizabeth-oneill-consulting/• Email: [email protected]'S WORK TOGETHER:• Find out how to work with me here: https://elizabethoneill.com/howitworks/

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