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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...

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...

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...

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...

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”...

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...

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....

“Customer bonding is the driving force in strategy.” - Arnaldo Hax