After carefully reading the Double Dutch case study, provide a brief overview of the Customer Journey for Double Dutch customers, starting with first contact and continuing through renewal or churn. Be sure to discuss how Double Dutch has segmented their customers and whether you think this approach makes sense. Also identify any problems or issues that you see with the post-sales parts of the journey and offer suggestions that you think would help the customer success team to become more effective in reducing churn (currently at a 27% annual rate).
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