Greg DainesFeb 2, 20231 minHUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account.""First get a customer to renew, and THEN expand the account." Wrong. Our research shows that this thinking is actually backward...
Greg DainesJan 12, 20232 min3 THINGS SALES CAN DO TO IMPROVE RETENTION NOWHow you sell has a huge impact on customer retention. Here are 3 proven ways sales can start boosting retention right away... ① IDENTIFY...
Greg DainesNov 8, 20222 minWILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS?A massive wave of layoffs at companies like Twitter, Stripe, Opendoor, Shippo, Gem, and Facebook is likely only the beginning of a tough...
Greg DainesNov 2, 20221 minIt's not enough to deliver value every dayNew research proves that even if you consistently drive measurable value, you'll still likely lose the customer. Why? Because, customer...
Greg DainesSep 21, 20221 minCAN YOU REALLY "RESCUE" CUSTOMERS?There’s nothing like the feeling you get when you’ve brought a customer back from the brink of cancellation. You’re a hero and your value...
Greg DainesMay 25, 20221 minCustomer Experience is a Flop!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,