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Greg Daines
Dec 5, 20222 min read
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...
Greg Daines
Nov 7, 20221 min read
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...
Greg Daines
Nov 1, 20221 min read
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...
Greg Daines
Oct 24, 20221 min read
The REAL Sales Conversation
Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How? Most...
Greg Daines
Oct 19, 20221 min read
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...
Greg Daines
Oct 17, 20221 min read
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...
Greg Daines
Oct 13, 20222 min read
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”...
Greg Daines
Sep 30, 20221 min read
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...
Greg Daines
Sep 23, 20221 min read
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....
Greg Daines
Sep 21, 20221 min read
“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...
Greg Daines
Sep 12, 20222 min read
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...
Greg Daines
Sep 9, 20222 min read
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.
Greg Daines
Sep 7, 20222 min read
Churn Rates Are Distorted (2/4)
Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.
Greg Daines
Sep 5, 20222 min read
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
Greg Daines
Aug 17, 20222 min read
Does Churn Get Worse In A Recession?
A question I've been getting a lot lately is, "Will a recession cause our churn rate to go up?" The surprising answer is: Yes, but not...
Greg Daines
May 18, 20221 min read
The 4 Types of CSM
There are 4 classic Types of Customer Success Managers. How each operates shows why we are so reactive, and how we can shift modes to...
Greg Daines
May 11, 20225 min read
Your Company Is NOT Customer-Centric!
Virtually every company out there claims to be “customer-centric”. But I think very few companies really are. And there’s a simple way to...
Greg Daines
May 10, 20221 min read
3 Laws of customer retention (download)
Downloadable PDF: THE 3 LAWS OF CUSTOMER RETENTION Here is a simple summary of the factors that really drive customer retention and...
Greg Daines
May 9, 20221 min read
Results > satisfaction (Download)
Here's a downloadable PDF that summarizes 4 key findings from our customer research --> 1. There's NO correlation between customer...
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