What To Do When Mergers and Acquisitions Take Place

Tens of thousands of companies engage in mergers and acquisitions every year. The effects of merger and acquisition (M&A) on your acquired customer can be positive or negative, depending on the nature of the transaction. How your customer success team handles the process, could then result in churn or expansion selling. When successfully managed, customer success managers can turn M&A events into upsell opportunities into the acquiring company. In this video, we are joined by Kristi Faltorusso, VP of Customer Success at ClientSuccess, to help us better understand what is merger and acquisition and how to build a comprehensive customer acquisition strategy, whether your customers are acquired by another company or they are the one acquiring another brand. Kristi shares a step-by-step process on how to manage through a merger and acquisition, from doing the research and understanding the companies involved, their financial standing, to communicating with your customers and the acquiring company. Kristi also reveals the “biggest mistake” businesses make that leads to churn and attrition. Watch the full video to discover more meaningful insights and helpful tips on how to continue delivering a positive customer experience through a merger and acquisition.