How Box built a customer retention playbook that reduced customer churn

How Box built a customer retention playbook that reduced customer churn

You know that sinking feeling when a customer starts pulling away? The missed meetings, the delayed responses, the sudden interest in "exploring other options." At Box, we've been there. And we've learned that waiting for these warning signs means you're already playing defense.Here's the thing about retention: it's not just about keeping customers happy. It's about building a systematic approach to understanding when they're at risk – and doing…