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Sep 27

My 5-Point Emergency Churn Strategy

This week: ARTICLE: My 5-Point Emergency Churn Strategy UPCOMING EVENT!: Live Debate > Did CS Run It's Course? RESEARCH: There Can...

Aug 9

Stop telling people what you DO, and tell them what you are FOR!

🏛️ Aristotle taught that everything has a specific purpose or final end, which he called "telos." He believed the only way to truly...

Jul 16

Business Expertise is the Secret Weapon of Customer Success

I recently presented at an event entitled, "Revolutionizing Customer Revenue:How to Increase NRR at Scale"hosted by Mayple along with...

Jul 5

Satisfaction and Results Are Not the Same

Here's why and how to use it to drive retention. I often get asked the following question... "When customers say they're satisfied,...

Jun 21

Why do small customers churn more?

📈 The latest research reveals churn is a BIG problem for SMALL customers⤵ Most people are aware that small customers churn more than big...

Jun 14

How to know a customer will churn on the first call

Here are the signals and why we ignore them⤵ Have you ever had this experience? You've just finished a kickoff call with a new customer,...