Latest Insights

Yesterday the CEO of a $250m+ ARR company asked me: "Is there one thing we can do to minimize customer churn heading into a recession?" In a

A question I've been getting a lot lately is, "Will a recession cause our churn rate to go up?" The surprising answer is: Yes, but not...

Greg Daines of Total Customer Strategy on why customers renew with suppliers, challenging conventional customer management strategies,...

Come and learn from industry leaders in Customer Success: Clare Peterson, Saydie Blanchet, and John-Paul Scoville! Topics will range from...

I had a blast chatting with Scott and Michael on The Selling Podcast! We talked about how the new frontier in sales is all about selling...

Did you know that customers who've had bad experiences stay an average of TWICE AS LONG as customers who haven't? It's a strange paradox,

One of the biggest problems with the conventional approach to Customer Success is that it's totally REACTIVE! In order to be effective,...

The key to crushing churn is knowing a customer is failing even before they do. BUT HOW?? The answer is pretty simple → Getting a...

The ultimate customer success skill is to know a customer is failing even before they do! BUT HOW?? The answer is pretty simple → ...

Downloadable PDF: THE 4 TYPES OF CUSTOMER SUCCESS MANAGER Here is a quick 1-slide summary of the 4 Types of CSM from my recent video that...

There are 4 classic Types of Customer Success Managers. How each operates shows why we are so reactive, and how we can shift modes to...

Is your company truly "Customer-Centric"? Probably not, actually. And there's a very simple way to tell. In this video, I explain the...

Virtually every company out there claims to be “customer-centric”. But I think very few companies really are. And there’s a simple way to...

You can't learn to make customers SUCCESSFUL by studying FAILED customers Think about it --> The most popular method for analyzing churn...

Downloadable PDF: THE 3 LAWS OF CUSTOMER RETENTION Here is a simple summary of the factors that really drive customer retention and...

Here's a downloadable PDF that summarizes 4 key findings from our customer research --> 1. There's NO correlation between customer...

The reality is that we simply can’t rely on customers to know how to get results. Some will, but most won’t. So our task is clear... We...

NEW VIDEO→ We can’t rely on customers to know what to do to get results. But These 3 Things Make It Possible... 1. We are in a unique...

The business world has spent the last several years literally obsessing over improving the customer experience. And the results are in…...

Change is hard! But customers don’t get results without it. So we absolutely need an answer to this question —> • Why do some customers...