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This week: ARTICLE: My 5-Point Emergency Churn Strategy   UPCOMING EVENT!: Live Debate > Did CS Run It's Course? RESEARCH: There Can...

🏛️ Aristotle taught that everything has a specific purpose or final end, which he called "telos." He believed the only way to truly...

Here's why and how to use it to drive retention. I often get asked the following question... "When customers say they're satisfied,...

📈 The latest research reveals churn is a BIG problem for SMALL customers⤵ Most people are aware that small customers churn more than big...

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,...

It's an almost irresistible path to hitting that elusive quota. But it comes with a hidden cost: higher customer churn! Here’s why⤵ 📈...

Customer Satisfaction -OR- Measurable Results. Choose wisely... Conventional wisdom says that we should make our customers both...

Here's what they really want and how it creates customer bonding ↓ 60 years ago, legendary business genius Peter Drucker made a radical...

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...

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...

Back in my college economics days, I stumbled upon a gem called "revealed preferences." This is the idea that what people actually buy...

And how they changed my entire perspective on customer success → 👀 Once you see it... Many years ago, I led customer success at a tech...

Why we do it, and how to take ownership of customer behavior.

This week's Newsletter: Article: Stop blaming sales for customer churn What kind of churn do you have?: Find Out Now Article: Stop...

This week's Newsletter: Article: 9 Ways Pricing Impacts Churn New Podcast: IAM CX Podcast - The 4 Playbooks of Customer Loyalty What kind...

This week's Newsletter: Article: Stop blaming the product for customer churn What kind of churn do you have?: Find Out Now Article: How...

This week's Newsletter: Article: Are you afraid to show your customers their results? What kind of churn do you have?: Find Out Now...

This week's Newsletter: Article: Top 10 Reasons to Measure Customer Results What kind of churn you have?: Find Out Now Article: 3 Reasons...

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:...

This week's Newsletter: Article: Customer Loyalty is Dying! What is "Customer Bonding"? Achieve Exceptional Retention in 2024: Schedule a...