Does every customer need onboarding?

The Silent Killer of Churn

Churn Rate is the Worst Metric

The Retention Power of Integration

Does customer churn get better?

Are early customer tickets risky?

The Myth of the Customer "Rescue"

Fumbling the customer hand-off

My 5-Point Emergency Churn Strategy

Big mistake: First renew, then expand

3 Things Sales Can Do To Improve Retention

3 Keys to Customer Success Compensation

Should You Lay Off Customer Success Reps?

The 7 Deadly Sins of Customer Success

It's not enough to deliver value every day

Does customer adoption lead to customer results, or is it the other way around?

The REAL Sales Conversation

Just say NO when customers ask you to do this...

Sell Results NOT Features

Your ideal customer is whoever you can make the most money.

Why does "LAND AND EXPAND” usually turn out more like “LINGER AND EXIT"?

What about the Customer Satisfaction Paradox?

Can you "touch" customers too much?

Can you really "Rescue" customers?

“Customer bonding is the driving force in strategy.” - Arnaldo Hax

The Powerful Alternative to Churn Rate (4/4)

Churn Rates Lie (3/4)

Churn Rates Are Distorted (2/4)

Churn Rate Is A Useless Metric (1/4)

Churn Is The Truth

Churn is the speed limit of growth

One Thing You Can Do to Minimize Churn in a Recession

Does Churn Get Worse In A Recession?

How to advance your career in customer success

The Selling Podcast: Greg Daines on Retention

Customer Experience is a Flop!

The Ultimate Customer Early-Warning System

4 Types of CSM (download)

The 4 Types of CSM

Your Company Is NOT Customer-Centric!

Stop Studying Failure!

3 Laws of customer retention (download)

Results > satisfaction (Download)

How do you get customers to change?

Something has to change

Why do customers change their behavior?

Why Do Customers Get Results?

New Research Proves Customer Happiness Doesn't Pay

Why Do Customers Leave?

Clayton Christensen: Results Drive Retention