Sep 23, 2022Can you "touch" customers too much?The fundamental idea behind a customer success “touch cadence” is based on the myth that merely talking to customers improves retention....
Sep 21, 2022Can 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...
Sep 21, 2022“Customer bonding is the driving force in strategy.” - Arnaldo HaxThis statement from the legendary MIT business professor Arnoldo Hax totally changed how I think about everything I do in business. He...
Sep 12, 2022The Powerful Alternative to Churn Rate (4/4)In this final post on customer churn rates I reveal the simple yet powerful way to measure and understand customer churn...
Sep 9, 2022Churn Rates Lie (3/4)The biggest problem with churn rates is that relying on them can MAKE CHURN WORSE by hiding the the truth about your churn.
Sep 7, 2022Churn Rates Are Distorted (2/4)Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.