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No matter what you believe about your business... • what you think you do and how well you think you do it, • who you think your ideal...

Churn matters because the business can't grow when too many customers are leaving. It's that simple.

Yesterday the CEO of a $250m+ ARR company asked me: "Is there one thing we can do to minimize customer churn heading into a recession?" In a

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...

Did you know that customers who've had bad experiences stay an average of TWICE AS LONG as customers who haven't? It's a strange paradox,

The key to crushing churn is knowing a customer is failing even before they do. BUT HOW?? The answer is pretty simple → Getting a...

Downloadable PDF: THE 4 TYPES OF CUSTOMER SUCCESS MANAGER Here is a quick 1-slide summary of the 4 Types of CSM from my recent video that...

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...

You can't learn to make customers SUCCESSFUL by studying FAILED customers Think about it --> The most popular method for analyzing churn...

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...

NEW VIDEO→ We can’t rely on customers to know what to do to get results. But These 3 Things Make It Possible... 1. We are in a unique...

The business world has spent the last several years literally obsessing over improving the customer experience. And the results are in…...

Change is hard! But customers don’t get results without it. So we absolutely need an answer to this question —> • Why do some customers...

We do everything we can for every customer we have. So why do so many customers fail to get results? The answer reveals the biggest...

In my recent video, I reveal new research that challenges one of our most universally held business beliefs. Using our huge customer data...

Why doesn’t churn go away when we fix bad customer experiences? I share new data that will immediately change your approach to customer...

Powerful idea from the great Clayton Christensen: “When we buy a product, we essentially 'hire' something to get a job done. If it does...

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....