Latest Insights

May 26, 2023

Expert Chats: Greg Daines and Dave Jackson

Is your company really Customer Centric? Come and learn from Dave Jackson (Founder and CEO of TheCustomer.Co) and Greg Daines (Founder...

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 19, 2023

Expert Chats: Peter Ord - Is your customer onboarding hurting your retention?

Trying to build a better Customer Onboarding process to drive high retention? Then this discussion is for you! Come and learn from Peter...

Apr 11, 2023

Status Check EP 01: The Misconceptions of Churn in B2B SaaS | Greg Daines, CEO ChurnRX

In the inaugural episode of Status Check - The CX Podcast, we dive into customer churn with the man some call the "churn doctor" and take...

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...

Apr 4, 2023

KAMCON 23: Greg Daines - Building Account Strategy On The 3 Laws of Retention

Greg Daines of ChurnRX on "Building Account Strategy On The 3 Laws of Retention" at KAMCon 2023 in Boulder, Colorado.

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...

Mar 10, 2023

Expert Chat: Greg Daines & Dave Blake o How To Show That Your Customer Success Team Is Adding Value

ome and learn from two powerhouses in the Customer Success Industry: Greg Daines, CEO of ChurnRX, and Dave Blake, CEO of ClientSuccess. ...

Mar 10, 2023

Expert Chats: Seth Johnson - Shifting your team's mindset from Customer Service to Customer Success

Come and learn from Seth Johnson, VP of Customer Experience at LearnUpon, how he tackled shifting his organization's mindset from...

Mar 10, 2023

Greg Daines Answers Your Questions On Customer Churn

Listen and learn from the leading expert in customer churn: Greg Daines, CEO of ChurnRX! In addition to answering your questions, Greg...

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...

Jan 12, 2023

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... ① IDENTIFY...

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

① PRIDE Our product is amazing and creates phenomenal results for customers. TRUTH: Technology doesn't produce results, customer behavior...

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...