My 5-Point Emergency Churn Strategy
This week: ARTICLE: My 5-Point Emergency Churn Strategy UPCOMING EVENT!: Live Debate > Did CS Run It's Course? RESEARCH: There Can...
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Latest Insights
Aug 9
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...
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 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 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...
Feb 23
Afraid to Measure Results?
This week's Newsletter: Article: Are you afraid to show your customers their results? What kind of churn do you have?: Find Out Now...
Feb 16
Why Measure Customer Results
This week's Newsletter: Article: Top 10 Reasons to Measure Customer Results What kind of churn you have?: Find Out Now Article: 3 Reasons...
Jan 26
Customer Success Is Not For All Customers
This week's Newsletter: Article: No, Your Customers Are Not All Unique Do you know what kind of churn you have?: Find Out Now Article:...
Jan 19
Customer Bonding is the new Loyalty
This week's Newsletter: Article: Customer Loyalty is Dying! What is "Customer Bonding"? Achieve Exceptional Retention in 2024: Schedule a...
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