Stop Talking about "Unavoidable Churn"!
Why getting rid of this term immediately opens the door to improving retention ⤵ I do not allow this toxic term in my work with customer...
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Latest Insights
- Apr 12
5 Eye-Opening Lessons From Analyzing 1.8 Million SaaS Customers
Back in my college economics days, I stumbled upon a gem called "revealed preferences." This is the idea that what people actually buy...
- Apr 5
The Worst Customer I Ever Had
And how they changed my entire perspective on customer success → 👀 Once you see it... Many years ago, I led customer success at a tech...
- Mar 29
Blaming the Customer
Why we do it, and how to take ownership of customer behavior.
- Mar 22
The Toxic CS Blame Game
This week's Newsletter: Article: Stop blaming sales for customer churn What kind of churn do you have?: Find Out Now Article: Stop...
- Mar 8
How Pricing Drives Churn
This week's Newsletter: Article: 9 Ways Pricing Impacts Churn New Podcast: IAM CX Podcast - The 4 Playbooks of Customer Loyalty What kind...
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