Latest Insights

Video: The 4 Types of CSM

One of the biggest problems with the conventional approach to Customer Success is that it's totally REACTIVE! In order to be effective,...

Video: The ultimate customer early-warning system

The ultimate customer success skill is to know a customer is failing even before they do! BUT HOW?? The answer is pretty simple → ...

Video: How to tell if your company is really "Customer-Centric"

Is your company truly "Customer-Centric"? Probably not, actually. And there's a very simple way to tell. In this video, I explain the...

Video: How do you get customers to change?

The reality is that we simply can’t rely on customers to know how to get results. Some will, but most won’t. So our task is clear... We...

Video: Why Do Customers ENGAGE and CHANGE?

Change is hard! But customers don’t get results without it. So, we absolutely need an answer to this question → Why do some customers...

Video: Why Do Customers Get Results?

We do everything we can for every customer we have. So why do so many customers fail to get results? The answer reveals the biggest...

Video: Why Do Customers Leave?

The reason we have so much trouble conquering customer churn is that we start with the wrong question, which limits our vision and...

Video: Do Happy Customers Stay?

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....