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The 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

You Can’t Solve Churn When You Are Asking The Wrong Questions

The greatest threat to companies is the failure to align around driving customer results. The solution begins with one essential question...

The Secret to Seamless Customer Handoffs

Handoffs are at the root of too many customer problems – especially in the enterprise. Read on to find out why, and my method for making ...

The 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 t...

5 Surprisingly Simple Practices of Stellar Customer Success

These are the 5 concrete things anyone can do right now to start crushing it as a customer success superhero. In my last article, 5 Count  This speaks to a more profound problem in the relationship. The good news is now you know so it can be addressed. Beware the urge to presume the relationship is otherwise strong and therefore it’s a bad idea to “rock the boat” by demanding more engagement. Do it now. This account is red. “The customer doesn’t know what their purpose/succe

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