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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,...

Jun 7

The Cost of Discounting

It's an almost irresistible path to hitting that elusive quota. But it comes with a hidden cost: higher customer churn! Here’s why⤵ 📈...

May 31

You can only pick one

Customer Satisfaction -OR- Measurable Results. Choose wisely... Conventional wisdom says that we should make our customers both...

May 24

Your customers don't want your product

Here's what they really want and how it creates customer bonding ↓ 60 years ago, legendary business genius Peter Drucker made a radical...

May 17

Why Customers Avoid You

Why your key customer leaders are avoiding you, and what to do about it ⤵ The conventional approach to customer success has actually...

May 3

Customer Success Plans Don't Work At Scale

Here's why and my simple template that changes the game ⤵ I'm a HUGE fan of success plans because they address the most fundamental...

Apr 19

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...

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...

Mar 6

IAM CX Podcast - The 4 Playbooks of Customer Loyalty, It’s Simpler than you think!

March 6, 2024 Dive Into SaaS Mastery with Greg Daines on the IAM CX Podcast! Join us for a groundbreaking episode as we chat with SaaS...

Mar 6

Using Results to Hold Your Customers Accountable

CS100 2024, Sundance UT "Using Results to Hold Your Customers Accountable" presented by Greg Daines, ChurnRX

Mar 6

Using Results to Hold Your Customers Accountable

CS100 Live Replay Webinar Series: Greg Daines Nov 15, 2023