Latest Insights

Apr 27, 2022

Video: Why Do Customers ENGAGE and CHANGE?

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

Apr 20, 2022

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...

Apr 19, 2022

Video: 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...

Apr 15, 2022

New Research Proves Customer Happiness Doesn't Pay

In my recent video, I reveal new research that challenges one of our most universally held business beliefs. Using our huge customer data...

Apr 14, 2022

Why Do Customers Leave?

Why doesn’t churn go away when we fix bad customer experiences? I share new data that will immediately change your approach to customer...

Apr 13, 2022

Video: Why Do Customers Leave?

The reason we have so much trouble conquering customer churn is that we start with the wrong question, which limits our vision and...

Apr 13, 2022

Clayton Christensen: Results Drive Retention

Powerful idea from the great Clayton Christensen: “When we buy a product, we essentially 'hire' something to get a job done. If it does...

Apr 6, 2022

Do Happy Customers Stay?

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....

Apr 5, 2022

Video: Do Happy Customers Stay?

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....

Nov 20, 2020

Brainstorminc.com: 5 Principles of Client Success

May 20, 2020

ClientSuccess.com: The Cardinal Sin of Client Success

CustomGreg Daines, CEO of Client Velocity, talks about how the conventional approach to client success is profoundly reactive which...

Oct 23, 2019

CS100 Summit 2019: Greg Daines - The 3 Toxic Excuses of Customer Success

Greg Daines, Founder and CEO of Client Velocity, talks about the 3 toxic excuses of customer success. Customer Success teams are...

May 6, 2019

CS100 Summit 2017: Greg Daines - Surprising Ideas, Deadly Fallacies of Customer Success

Greg Daines takes the stage at the CS100 Summit 2017 to discuss surprising ideas, deadly fallacies of customer success as part of the...

Apr 28, 2019

CS100 Summit 2018: One Question that Will Transform Your Customer Success Strategy

Greg Daines, Founder & CEO, Client Velocity, takes the stage at the CS100 Summit 2018 to discuss one question that will transform your...

Nov 29, 2018

The Cardinal Sin of Customer Success Is Not Churn. It’s Unexpected Churn!

As long as your customer success efforts are reactive, they will never be effective. The only way to change this dynamic is to stop trying t

Nov 14, 2018

You Can’t Solve Churn When You Are Asking The Wrong Questions

The greatest threat to companies is the failure to align around driving customer results. The solution begins with one essential...

Sep 27, 2016

The Secret to Seamless Customer Handoffs

Handoffs are at the root of too many customer problems – especially in the enterprise. Read on to find out why, and my method for making...

Aug 29, 2016

The 3 Deadly Fallacies of SaaS Customer Success

“It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.” Mark Twain The conventional...

Aug 23, 2016

5 Surprisingly Simple Practices of Stellar Customer Success

These are the 5 concrete things anyone can do right now to start crushing it as a customer success superhero. In my last article, 5...

Aug 15, 2016

5 Counter-Intuitive Principles of SaaS Customer Success

These surprising and unconventional changes in mindset are the key to breaking out of the SaaS/B2B customer retention doldrums. Next...