The
Greg Daines
Newsletter

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...

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...

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...

Blaming the Customer

Why we do it, and how to take ownership of customer behavior.

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...

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...

Stop Blaming the Product

This week's Newsletter: Article: Stop blaming the product for customer churn What kind of churn do you have?: Find Out Now Article: How...