Does every customer need onboarding?
This week: Churn School: Does EVERY Customer *REALLY* Need Onboarding? Churn KPIs: A Better Way to Measure Churn Early Access to My New...
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- May 26
The Silent Killer of Churn
This week: Churn School: Are Free Trials the 'Silent Killer' Driving Your Churn? Churn KPIs: The Ultimate Churn Dashboard Churn Cheats...
- May 15
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
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
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
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 7
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...
- Mar 31
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
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...
- Feb 2
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
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...
- 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...
- Nov 1, 2022
Does customer adoption lead to customer results, or is it the other way around?
Obviously customers won't get results unless they make use of the new solution. But that just begs another question: Why don't all...
- Oct 24, 2022
The REAL Sales Conversation
Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How? Most...
- Oct 19, 2022
Just say NO when customers ask you to do this...
You can't get better results unless you change your behavior. The same applies to customers. Their results won't improve as long as they...
- Oct 17, 2022
Sell Results NOT Features
One of the biggest sources of customer churn is selling features rather than results. Most of the customers who buy because of features...
- Oct 13, 2022
Your ideal customer is whoever you can make the most money.
Measurable results drive customer retention. The more measured results achieved, the longer customers stay. That’s why bad customer “fit”...
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