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...
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Latest Insights
- Jan 12
3 Things Sales Can Do To Improve Retention
How you sell has a huge impact on customer retention. Here are 3 proven ways sales can start boosting retention right away... â‘ IDENTIFY...
- 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 2, 2022
It's not enough to deliver value every day
New research proves that even if you consistently drive measurable value, you'll still likely lose the customer. Why? Because, customer...
- Sep 21, 2022
Can you really "Rescue" customers?
There’s nothing like the feeling you get when you’ve brought a customer back from the brink of cancellation. You’re a hero and your value...
- May 25, 2022
Customer Experience is a Flop!
Did you know that customers who've had bad experiences stay an average of TWICE AS LONG as customers who haven't? It's a strange paradox,
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