WILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS?
A massive wave of layoffs at companies like Twitter, Stripe, Opendoor, Shippo, Gem, and Facebook is likely only the beginning of a tough...
Newsletter
- Nov 7
- 1 min
The 7 Deadly Sins of Customer Success
① PRIDE: Our product is amazing and creates phenomenal results for customers. TRUTH: Technology doesn't produce results, customer...
- Nov 2
- 1 min
It's not enough to deliver value every day
New research proves that even if you consistently drive measurable value, you'll still likely lose the customer. Why? Because, customer...
- Nov 1
- 1 min
Does customer adoption lead to customer results, or is it the other way around?
Obviously customers won't get results unless they make use of the new solution. But that just begs another question: Why don't all...
- Oct 24
- 1 min
The REAL Sales Conversation
Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How? Most...
- Oct 19
- 1 min
Just say NO when customers ask you to do this...
You can't get better results unless you change your behavior. The same applies to customers. Their results won't improve as long as they...
- Oct 17
- 1 min
Sell Results NOT Features
One of the biggest sources of customer churn is selling features rather than results. Most of the customers who buy because of features...
- Oct 13
- 2 min
Your ideal customer is whoever you can make the most money.
Measurable results drive customer retention. The more measured results achieved, the longer customers stay. That’s why bad customer “fit”...
- Oct 4
- 1 min
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...