Why Do Customers Get Results?

We do everything we can for every customer we have. So why do so many customers fail to get results? The answer reveals the biggest opportunity to increase retention and reduce churn. And it shows why focusing on adoption doesn’t work. In my latest video, I share how I discovered the key to customer results and explain the Second Law of Customer Retention.

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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 success teams. Whenever someone uses the term "unavoidable chur

5 Eye-Opening Lessons From Analyzing 1.8 Million SaaS Customers

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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 company in the Bay Area, regularly meeting with the most importa