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Latest Insights


Business Expertise is the Secret Weapon of Customer Success
I recently presented at an event entitled, "Revolutionizing Customer Revenue:How to Increase NRR at Scale"hosted by Mayple along with...
Jul 16, 2024


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,...
May 25, 2022


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 → ...
May 25, 2022


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...
May 12, 2022


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...
May 9, 2022


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...
Apr 28, 2022


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...
Apr 20, 2022


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...
Apr 14, 2022


Video: Do Happy Customers Stay?
Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....
Apr 6, 2022
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