Stop telling people what you DO, and tell them what you are FOR!
🏛️ Aristotle taught that everything has a specific purpose or final end, which he called "telos." He believed the only way to truly...
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Latest Insights
- Jul 16
Business Expertise is the Secret Weapon of Customer Success
I recently presented at an event entitled, "Revolutionizing Customer Revenue:How to Increase NRR at Scale"hosted by Mayple along with...
- Jul 5
Satisfaction and Results Are Not the Same
Here's why and how to use it to drive retention. I often get asked the following question... "When customers say they're satisfied,...
- Jun 21
Why do small customers churn more?
📈 The latest research reveals churn is a BIG problem for SMALL customers⤵ Most people are aware that small customers churn more than big...
- Jun 14
How to know a customer will churn on the first call
Here are the signals and why we ignore them⤵ Have you ever had this experience? You've just finished a kickoff call with a new customer,...
- Jun 7
The Cost of Discounting
It's an almost irresistible path to hitting that elusive quota. But it comes with a hidden cost: higher customer churn! Here’s why⤵ 📈...
- May 31
You can only pick one
Customer Satisfaction -OR- Measurable Results. Choose wisely... Conventional wisdom says that we should make our customers both...
- May 24
Your customers don't want your product
Here's what they really want and how it creates customer bonding ↓ 60 years ago, legendary business genius Peter Drucker made a radical...
- May 17
Why Customers Avoid You
Why your key customer leaders are avoiding you, and what to do about it ⤵ The conventional approach to customer success has actually...
- May 3
Customer Success Plans Don't Work At Scale
Here's why and my simple template that changes the game ⤵ I'm a HUGE fan of success plans because they address the most fundamental...
- Apr 19
Stop Talking about "Unavoidable Churn"!
Why getting rid of this term immediately opens the door to improving retention ⤵ I do not allow this toxic term in my work with customer...
- Apr 12
5 Eye-Opening Lessons From Analyzing 1.8 Million SaaS Customers
Back in my college economics days, I stumbled upon a gem called "revealed preferences." This is the idea that what people actually buy...
- Apr 5
The Worst Customer I Ever Had
And how they changed my entire perspective on customer success → 👀 Once you see it... Many years ago, I led customer success at a tech...
- Mar 29
Blaming the Customer
Why we do it, and how to take ownership of customer behavior.
- Mar 22
The Toxic CS Blame Game
This week's Newsletter: Article: Stop blaming sales for customer churn What kind of churn do you have?: Find Out Now Article: Stop...
- Mar 8
How Pricing Drives Churn
This week's Newsletter: Article: 9 Ways Pricing Impacts Churn New Podcast: IAM CX Podcast - The 4 Playbooks of Customer Loyalty What kind...
- Mar 6
IAM CX Podcast - The 4 Playbooks of Customer Loyalty, It’s Simpler than you think!
March 6, 2024 Dive Into SaaS Mastery with Greg Daines on the IAM CX Podcast! Join us for a groundbreaking episode as we chat with SaaS...
- Mar 6
Using Results to Hold Your Customers Accountable
CS100 2024, Sundance UT "Using Results to Hold Your Customers Accountable" presented by Greg Daines, ChurnRX
- Mar 6
Using Results to Hold Your Customers Accountable
CS100 Live Replay Webinar Series: Greg Daines Nov 15, 2023
- Mar 1
Stop Blaming the Product
This week's Newsletter: Article: Stop blaming the product for customer churn What kind of churn do you have?: Find Out Now Article: How...
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