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...
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Greg Daines
- Nov 7, 2022
- 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...
Greg Daines
- Nov 1, 2022
- 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...
Greg Daines
- Oct 24, 2022
- 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...
Greg Daines
- Oct 19, 2022
- 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...
Greg Daines
- Oct 17, 2022
- 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...
Greg Daines
- Oct 13, 2022
- 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”...
Greg Daines
- Sep 30, 2022
- 1 min
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, 2022
- 1 min
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, 2022
- 1 min
“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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 1 min
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, 2022
- 5 min
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, 2022
- 1 min
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, 2022
- 1 min
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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