Customers don't stay because they're happy.
They stay because they get results.
I study why customers leave and what makes them stay, using the measured behavior of 1.3 million customers across 62 software companies. I work with executive teams who want their retention strategy built on evidence.
The finding
There are two kinds of companies: those whose customers stay, and those whose customers quietly leak away. The difference is measurable — and it has almost nothing to do with satisfaction.
1.3M
customers whose behavior underpins this work
62
software companies analyzed in depth
One
conclusion: measurable results keep customers
Work with me
Speaking
Keynotes and executive sessions on what the evidence says about retention — and what it means for how you sell, serve, and build.
InquireAdvisory
Private counsel for chief executives and revenue leaders. A standing conversation about strategy, measurement, and judgment.
InquireConsulting
A rigorous diagnostic of your customer base: who stays, who leaves, and why — followed by the plan to change it.
InquireWriting & media
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Read
The Science of Customer Bonding
Research report
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Get a copy
23 Ways to Reduce Churn
eBook
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Follow
Essays & podcast appearances
Ongoing, on LinkedIn
The report
The Science of Customer Bonding
What the behavior of 1.3 million customers reveals about who actually stays.
Read the reportContact
For speaking, advisory, or consulting inquiries: