Blog

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...

① PRIDE: Our product is amazing and creates phenomenal results for customers. TRUTH: Technology doesn't produce results, customer...

Obviously customers won't get results unless they make use of the new solution. But that just begs another question: Why don't all...

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

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...

One of the biggest sources of customer churn is selling features rather than results. Most of the customers who buy because of features...

Measurable results drive customer retention. The more measured results achieved, the longer customers stay. That’s why bad customer “fit”...

If customer satisfaction has nothing to do with retention, then why do companies with high satisfaction tend to have high retention? Past...

The fundamental idea behind a customer success “touch cadence” is based on the myth that merely talking to customers improves retention....

This statement from the legendary MIT business professor Arnoldo Hax totally changed how I think about everything I do in business. He...

In this final post on customer churn rates I reveal the simple yet powerful way to measure and understand customer churn...

The biggest problem with churn rates is that relying on them can MAKE CHURN WORSE by hiding the the truth about your churn.

Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.

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

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...

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...

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...

Downloadable PDF: THE 3 LAWS OF CUSTOMER RETENTION Here is a simple summary of the factors that really drive customer retention and...

Here's a downloadable PDF that summarizes 4 key findings from our customer research --> 1. There's NO correlation between customer...