Hiding Churn Using NRR?
This week: 23 Ways To Reduce Churn: #11 Schedule the Kickoff Before Closing Download the Free eBook: 23 Ways to Reduce Churn in 2023...
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Jul 14, 2023
Customer Bonding Happens When...
This week: 23 Ways To Reduce Churn: #15 Focus on Unengaged Customers Download the Report: 23 Ways to Reduce Churn in 2023 Quote of the...
Jun 30, 2023
Customers Want Results Not Products
The most important thing you can do to engage customers and keep their attention is to track and review their measurable results.
Jun 23, 2023
The Key To Preventing Churn
This week: 23 Ways To Reduce Churn: #4 Stop Overselling Churn Cheat #6: Making it Hard for Customers To Cancel Recent Webinar: Dave Blake...
Jun 9, 2023
23 Ways to Reduce Churn
This week: New eBook: 23 Ways to Reduce Churn in 2023 Recent Webinar: Kristi Faltorusso & Greg Daines - part 1 Upcoming Webinar: Kristi...
Jun 2, 2023
Does every customer need onboarding?
This week: Churn School: Does EVERY Customer *REALLY* Need Onboarding? Churn KPIs: A Better Way to Measure Churn Early Access to My New...
May 26, 2023
The Silent Killer of Churn
This week: Churn School: Are Free Trials the 'Silent Killer' Driving Your Churn? Churn KPIs: The Ultimate Churn Dashboard Churn Cheats...
May 15, 2023
Churn Rate is the Worst Metric
This week: Churn School: Churn Rate is the WORST Metric Churn Benchmark: Get Your Free Churn Analysis and Join the Benchmark Upcoming...
May 5, 2023
The Retention Power of Integration
This week: NEW DATA INSIGHT: Integration is a strong predictor of customer results CHURN CHEATS #1: They were never a customer CHURN...
Apr 28, 2023
Does customer churn get better?
This week: COMMON MYTH: Customer churn goes down over time... CLIP: Optimize your onboarding to get customers to first results 2023 Churn...
Apr 21, 2023
Are early customer tickets risky?
This week: WHAT DOES THE DATA SAY: Early Customer Problems ONLINE PANEL: Where will the pendulum stop for CS? WEBINAR w/ Peter Ord: Is...
Apr 7, 2023
The Myth of the Customer "Rescue"
This week: NEW DATA: The Myth of the Customer "Rescue" HOW TO: Should we try to rescue failing customers? UPCOMING WEBINAR: Is your...
Mar 31, 2023
Fumbling the customer hand-off
This week: DATA STORY: What's the impact of fumbling the Sales to Customer Success hand-off? PODCAST: 10 Customer Churn Benchmarks for...
Mar 24, 2023
My 5-Point Emergency Churn Strategy
• My 5-Point Emergency Churn Strategy
• There Can Never Be Too Many Tickets!
• VIDEO: How do I define a "Customer Result"?
• more...
Feb 2, 2023
Big mistake: First renew, then expand
"First get a customer to renew, and THEN expand the account." Wrong. Our research shows that this thinking is actually backward...
Dec 5, 2022
3 Keys to Customer Success Compensation
I just got off the phone with an executive who needed some quick advice on improving their compensation plan for CSMs. While it's fresh...
Nov 8, 2022
Should You Lay Off Customer Success Reps?
A massive wave of layoffs at companies like Twitter, Stripe, Opendoor, Shippo, Gem, and Facebook is likely only the beginning of a tough...
Nov 7, 2022
The 7 Deadly Sins of Customer Success
â‘ PRIDE Our product is amazing and creates phenomenal results for customers. TRUTH: Technology doesn't produce results, customer behavior...
Nov 1, 2022
Does customer adoption lead to customer results, or is it the other way around?
Obviously customers won't get results unless they make use of the new solution. But that just begs another question: Why don't all...
Oct 24, 2022
The REAL Sales Conversation
Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How? Most...
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