Nurturing existing customers is a faster and cheaper way to grow revenue, compared to finding new ones. Customer Success Managers (or Account Managers) do a great job in growing bigger customers. Thanks to their attention, it's common to see a 110-130% Net Revenue Retention (NRR) for this segment. However, no way exists to engage SMBs with similar attention - one-to-one conversations at scale to prevent churn, expand, and recover revenue.
Cust Co-Founders Laimonas Noreika and Karolis Januškas witnessed first-hand the SMB churn problem. It killed their previous company.
Together they have built ZITICITY to one of the fastest-growing logistics startups in Europe with $2.5 million in revenue from 1,500 businesses. 30% of these businesses were enterprise, 70% SMBs.
Enterprise customers had account managers, hence their needs were always heard and addressed. That resulted in low churn for this segment.
SMB customers relied on email lifecycle marketing automation that drove little to no engagement, hence needs of this segment were not being addressed, leading to a high churn. The company eventually lost the battle with unit economics.
Co-founders are now building the product they wish they had at ZITICITY. Cust would have prevented that from happening.
CEO & Co-Founder
CTO & Co-Founder
