In this episode of RevOps Champions, host Brendon Dennewill interviews Vince Chiofolo, SVP of Revenue Strategy at Dash Solutions and President of the Incentive and Engagement Solutions Providers (IESP). The conversation explores the critical but often overlooked connection between payment experiences and customer retention. Vince reveals that 76% of customer churn can be traced back to poor payment experiences, whether inbound or outbound.The discussion dives deep into how RevOps teams can drive alignment across organizations by focusing on shared metrics like lifetime value (LTV), net revenue retention (NRR), and customer health. Vince shares practical insights on building loyalty through three key pillars: emotional, structural, and behavioral loyalty. The episode provides actionable frameworks for reducing churn, improving customer experience, and creating sustainable revenue growth through better operational alignment.What You'll LearnWhy 76% of customer churn relates to payment experience failures and how to address themThe three-pillar framework for customer loyalty: emotional, structural, and behavioralHow to align entire organizations around shared revenue metrics and outcomesThe surprising ROI of retention: how a 1-2% drop in churn can increase company valuation by 12%Practical strategies for moving beyond "new logo obsession" to focus on customer expansionCommunication frameworks that scale with business growth: metrics, rhythms, and strategic focusHow outbound payment solutions can transform from cost centers to revenue driversResources MentionedDash Solutions - B2P (Business-to-Person) payment platformMcKinsey study on organizational silos as growth barriersEinstein's problem-solving methodologyNet Revenue Retention (NRR) as a key alignment metricCustomer Lifetime Value (LTV) optimization strategiesAbout Vince ChiofoloTitle: SVP of Revenue Strategy Company: Dash SolutionsIs your business ready to scale? Take the Growth Readiness Score to find out. In 5 minutes, you’ll see: Benchmark data showing how you stack up to other organizations A clear view of your operational maturity Whether your business is ready to scale (and what to do next if it’s not) Let's Connect Subscribe to the RevOps Champions Newsletter LinkedIn YouTube Explore the show at revopschampions.com. Ready to unite your teams with RevOps strategies that eliminate costly silos and drive growth? Let's talk!

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