Why does "LAND AND EXPAND” usually turn out more like “LINGER AND EXIT"?
The problem isn’t the idea: expansion is absolutely CRITICAL to success → • Customers won’t stay long-term unless their results are...
Blog
- 6 days ago
- 1 min
WHAT ABOUT THE CUSTOMER SATISFACTION PARADOX?
If customer satisfaction has nothing to do with retention, then why do companies with high satisfaction tend to have high retention? Past...
- Sep 23
- 1 min
Can you "touch" customers too much?
The fundamental idea behind a customer success “touch cadence” is based on the myth that merely talking to customers improves retention....
- Sep 21
- 1 min
CAN YOU REALLY "RESCUE" CUSTOMERS?
There’s nothing like the feeling you get when you’ve brought a customer back from the brink of cancellation. You’re a hero and your value...
- Sep 21
- 1 min
“Customer bonding is the driving force in strategy.” - Arnaldo Hax
This statement from the legendary MIT business professor Arnoldo Hax totally changed how I think about everything I do in business. He...
- Sep 12
- 2 min
The Powerful Alternative to Churn Rate (4/4)
In this final post on customer churn rates I reveal the simple yet powerful way to measure and understand customer churn...
- Sep 9
- 2 min
Churn Rates Lie (3/4)
The biggest problem with churn rates is that relying on them can MAKE CHURN WORSE by hiding the the truth about your churn.
- Sep 7
- 2 min
Churn Rates Are Distorted (2/4)
Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.
- Sep 6
- 2 min
Churn Rate Is A Useless Metric (1/4)
In this short series, I'll explain why focusing on the customer churn rate makes it harder to solve churn, and show you a better way to oper