Latest Insights

Aug 25, 2022

One Thing You Can Do to Minimize Churn in a Recession

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

Aug 17, 2022

Does Churn Get Worse In A Recession?

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...

Jul 26, 2022

Value Builders Ep. 51: Greg Daines on the Total Customer Strategy

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

Jun 15, 2022

How to advance your career in customer success

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

Jun 1, 2022

The Selling Podcast: Greg Daines on Retention

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...

May 25, 2022

Customer Experience is a Flop!

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,

May 24, 2022

Video: The 4 Types of CSM

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

May 24, 2022

The Ultimate Customer Early-Warning System

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

May 24, 2022

Video: The ultimate customer early-warning system

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

May 22, 2022

4 Types of CSM (download)

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...

May 18, 2022

The 4 Types of CSM

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...

May 11, 2022

Video: How to tell if your company is really "Customer-Centric"

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

May 11, 2022

Your Company Is NOT Customer-Centric!

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...

May 11, 2022

Stop Studying Failure!

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

May 10, 2022

3 Laws of customer retention (download)

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

May 9, 2022

Results > satisfaction (Download)

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

May 8, 2022

Video: How do you get customers to change?

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...

May 8, 2022

How do you get customers to change?

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...

May 2, 2022

Something has to change

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

Apr 28, 2022

Why do customers change their behavior?

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