Greg DainesNov 29, 20189 minThe Cardinal Sin of Customer Success Is Not Churn. It’s Unexpected Churn!As long as your customer success efforts are reactive, they will never be effective. The only way to change this dynamic is to stop trying t
Greg DainesNov 14, 201814 minYou Can’t Solve Churn When You Are Asking The Wrong QuestionsThe greatest threat to companies is the failure to align around driving customer results. The solution begins with one essential...
Greg DainesSep 27, 20167 minThe Secret to Seamless Customer HandoffsHandoffs are at the root of too many customer problems – especially in the enterprise. Read on to find out why, and my method for making...
Greg DainesAug 29, 20165 minThe 3 Deadly Fallacies of SaaS Customer Success“It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.” Mark Twain The conventional...
Greg DainesAug 23, 201613 min5 Surprisingly Simple Practices of Stellar Customer SuccessThese are the 5 concrete things anyone can do right now to start crushing it as a customer success superhero. In my last article, 5...
Greg DainesAug 15, 201612 min5 Counter-Intuitive Principles of SaaS Customer SuccessThese surprising and unconventional changes in mindset are the key to breaking out of the SaaS/B2B customer retention doldrums. Next...