Newsletter

The Churn Doctor's

HUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account."

"First get a customer to renew, and THEN expand the account." Wrong. Our research shows that this thinking is actually backward...

3 THINGS SALES CAN DO TO IMPROVE RETENTION NOW

How you sell has a huge impact on customer retention. Here are 3 proven ways sales can start boosting retention right away... ① IDENTIFY...

3 KEYS TO COMPENSATION FOR CUSTOMER SUCCESS

I just got off the phone with an executive who needed some quick advice on improving their compensation plan for CSMs. While it's fresh...

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...

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...

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...

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...

The REAL Sales Conversation

Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How? Most...

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...