The newsletter

Why customers actually stay.

One finding from the research, every Friday — the evidence behind customer bonding, and why happy customers still leave without it. Every issue back to 2016; subscribe to get the next one first.

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2026

The Retention Number No One Measures

Jul 17, 2026 · 3 min read · Read

The largest retention study ever conducted — 1.3 million customers. The metric every Customer Success team trusts most does not predict who stays. I'll show you what…

Why Customer Happiness Is Not a Strategy (and what actually drives retention)

May 6, 2026 · 2 min read · Read

I'm excited to invite you to a webinar I'm co-presenting next week with Dave Blake, CEO of ClientSuccess. We'll be diving deep into a topic that's central to everything…

2024

My 5-Point Emergency Churn Strategy

Oct 1, 2024 · 4 min read · Read

There appear to be dark clouds looming on the economic horizon. Here are my five key things you need to be doing right now to stabilize your ship.

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

Aug 9, 2024 · 3 min read · Read

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

Business Expertise is the Secret Weapon of Customer Success

Jul 17, 2024 · 1 min read · Read

I recently presented at an event entitled, "Revolutionizing Customer Revenue:How to Increase NRR at Scale"hosted by Mayple along with fellow presenters Jay Nathan and…

Satisfaction and Results Are Not the Same

Jul 5, 2024 · 2 min read · Read

I often get asked the following question...

Why do small customers churn more?

Jun 21, 2024 · 2 min read · Read

📈 The latest research reveals churn is a BIG problem for SMALL customers⤵

How to know a customer will churn on the first call

Jun 14, 2024 · 2 min read · Read

Here are the signals and why we ignore them⤵

The Cost of Discounting

Jun 7, 2024 · 1 min read · Read

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

You can only pick one

May 31, 2024 · 2 min read · Read

Conventional wisdom says that we should make our customers both successful AND happy. The assumption is that these always go together. Successful customers are happy…

Your customers don't want your product

May 24, 2024 · 2 min read · Read

60 years ago, legendary business genius Peter Drucker made a radical and prophetic statement...

Why Customers Avoid You

May 17, 2024 · 3 min read · Read

Why your key customer leaders are avoiding you, and what to do about it ⤵

Customer Success Plans Don't Work At Scale

May 3, 2024 · 2 min read · Read

I'm a HUGE fan of success plans because they address the most fundamental obstacle to success: customers don't achieve results unless they know what they are aiming for.

Stop Talking about \"Unavoidable Churn\"!

May 3, 2024 · 2 min read · Read

I do not allow this toxic term in my work with customer success teams.

5 Eye-Opening Lessons From Analyzing 1.8 Million SaaS Customers

Apr 12, 2024 · 2 min read · Read

Back in my college economics days, I stumbled upon a gem called "revealed preferences." This is the idea that what people actually buy tells us much more about their…

What about the Customer Satisfaction Paradox?

Apr 8, 2024 · 1 min read · Read

Past research consistently shows that companies with high overall NPS scores tend to have higher customer retention. Does this contradict our finding that satisfaction…

The Worst Customer I Ever Had

Apr 5, 2024 · 2 min read · Read

Many years ago, I led customer success at a tech company in the Bay Area, regularly meeting with the most important customers. One of these (a world-famous tech company)…

Blaming the Customer

Mar 29, 2024 · 2 min read · Read

I've been writing recently about the toxic excuses for customer churn and how we blame the product, sales, and a lack of resources. But one excuse is more insidious than…

The Toxic CS Blame Game

Mar 22, 2024 · 6 min read · Read

Last week, I wrote about how blaming the product is a destructive excuse we use in customer success. (link below)

How Pricing Drives Churn

Mar 8, 2024 · 3 min read · Read

🏢 Every company is a complex "system" in which nearly everything is interconnected. Make a change in one area, only to see an effect pop up later elsewhere.

ClientSuccess.com Summer Webinar Series: \"23 Ways to Reduce Churn\" with Greg Daines

Mar 6, 2024 · 1 min read · Read

In this webinar hosted by ClientSuccess, Greg Daines (Founder/CEO of ChurnRX) shares 23 Ways to Reduce Churn in 2023. Hear impactful insights and practical advice on how…

Expert Chats: Greg Daines and Dave Jackson

Mar 6, 2024 · 1 min read · Read

Is your company really Customer Centric? Come and learn from Dave Jackson (Founder and CEO of TheCustomer.Co) and Greg Daines (Founder and CEO of ChurnRX) as they…

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

Mar 6, 2024 · 1 min read · Read

Dive Into SaaS Mastery with Greg Daines on the IAM CX Podcast!

The Churn Doctor's AI Prescription w/ Greg Daines, CEO of ChurnRX

Mar 6, 2024 · 1 min read · Read

In this episode of Video Voyagers, Greg Daines, CEO of ChurnRX, also known as the "Churn Doctor," joins host Audrey Lecker to explore the power of AI in predicting churn…

Stop Blaming the Product

Mar 1, 2024 · 5 min read · Read

Customer Success leaders too often rely on excuses to deal with our challenges. The problem is that blaming blocks our ability to see the full scope of opportunities we…

Afraid to Measure Results?

Feb 23, 2024 · 5 min read · Read

Last week, I posted my top 3 reasons companies don't measure customer results, and the brilliant Jeff Breunsbach replied with an insightful addition to the list ↓

Why Measure Customer Results

Feb 16, 2024 · 6 min read · Read

📶 Our research shows that customers who achieve measurable results stay 6 TIMES LONGER than customers who don't, and for customers who get good results it's 10 TIMES!

Customer Success Is Not For All Customers

Jan 26, 2024 · 5 min read · Read

You've heard versions of these endlessly...

Customer Bonding is the new Loyalty

Jan 19, 2024 · 5 min read · Read

The results published recently in the 2023 Customer Loyalty Index are sobering...

3 Business Ideas That Died in 2023

Jan 12, 2024 · 6 min read · Read

Death is hard. It isn't easy to move on when you lose someone close to you. This is one reason we have funerals: they help us come to terms with death so we can move…

THE RESULTS-LED GROWTH ERA IS HERE

Jan 8, 2024 · 5 min read · Read

The concept of "Business Strategy" is not very old. It emerged after World War II and predictably drew most of its inspiration from military strategy.

2023

Did Churn Get Worse in 2023?

Dec 28, 2023 · 4 min read · Read

This has been a tumultuous year in the SaaS business. Early in the year, I started receiving panicked calls from business leaders telling me their customer churn had…

Churn Rate Is A Useless Metric (1/4)

Dec 27, 2023 · 2 min read · Read

In this short series, I'll explain why focusing on the customer churn rate makes it harder to solve churn, and show you a better way to operate.→

Churn Rates Are Distorted (2/4)

Dec 27, 2023 · 2 min read · Read

I said in my last post that customer churn rate is not a reliable measure of churn.

Churn Rates Lie (3/4)

Dec 27, 2023 · 2 min read · Read

In this series, I've shown why customer churn rates are useless for improving retention. But there is a more serious problem: using churn rates can actually MAKE CHURN…

Brainstorm Inc: Data-led retention: Why happy customers don't stay - and what to do about it

Dec 21, 2023 · 1 min read · Read

Hosted by Debra Wilson @ Brainstorm. We discussed how customer results data can help Customer Success teams ruthlessly prioritize their client efforts.

Client Success: Using Results to Hold Your Customers Accountable with Greg Daines

Dec 21, 2023 · 1 min read · Read

Hosted by Client Success → View the Event Here

CSM Talk ep. 11: Greg Daines

Dec 21, 2023 · 1 min read · Read

I joined Kevin Reinhart to talk about the simple initiatives that can increase customer lifetime value up to 6X!

The Best Customer Gift

Dec 15, 2023 · 3 min read · Read

I remember the moment clearly...

Health Scores Are Useless

Dec 8, 2023 · 5 min read · Read

A customer health score has ONE JOB: to reduce customer churn by identifying the at-risk customers who can be saved with intervention.

Sooner is Always Better

Dec 1, 2023 · 5 min read · Read

Our latest research might shock you...

NPS is not useful for subscription companies!

Nov 20, 2023 · 1 min read · Read

🍿Watch me demolish NPS in 7 minutes ↓

Hold Customers Accountable

Nov 17, 2023 · 5 min read · Read

Yesterday I spoke about my method for holding customers accountable (link to video below). Making customers successful is all about getting them to change their behavior…

Retention Requires Expansion

Nov 13, 2023 · 6 min read · Read

👉 Companies that focus on retention tend to have poor retention. Companies that focus on expansion get retention for free. 👈

Customer Results Strategy

Nov 3, 2023 · 4 min read · Read

Customer results are everything!

Stop Celebrating Heroics

Oct 6, 2023 · 2 min read · Read

Seth Godin recently wrote this:

Customers Don't Know Their Objectives

Sep 29, 2023 · 3 min read · Read

Measurable business results are the ultimate driver of short and long-term customer retention.

Strike While the Iron is Hot

Sep 22, 2023 · 5 min read · Read

We've always known that getting customers started quickly is important to their long-term success. But few realize HOW QUICKLY we have to move!

Stop \"Touching\" Customers

Sep 15, 2023 · 2 min read · Read

The Customer Touch Model is a nearly universal notion that views CS in terms of how often you talk to your customers.

Your Churn Spike Isn't Real

Sep 8, 2023 · 3 min read · Read

I've been getting a lot of calls from panicked leaders telling me their churn has suddenly gotten much worse. But it's USUALLY not true. WHY?

Customer Success Playbook Episode 8 - Greg Daines - 23 Ways to Reduce Churn

Sep 5, 2023 · 1 min read · Read

Greg Daines is the founder and CEO of Churnrx.com. He holds multiple advanced degrees in business and economics from MIT and Cambridge University. This episode is a…

My 5-Point Emergency Churn Strategy

Sep 1, 2023 · 9 min read · Read

With the failure of Silicon Valley Bank and looming market disruption, here are the five things you need to be doing right now...

Hand-Off or Hand-Down?!

Sep 1, 2023 · 3 min read · Read

WHY LEADERS DISENGAGE & HOW TO SOLVE IT ↓

Status Check EP 01: The Misconceptions of Churn in B2B SaaS | Greg Daines, CEO ChurnRX

Sep 1, 2023 · 1 min read · Read

In the inaugural episode of Status Check - The CX Podcast, we dive into customer churn with the man some call the "churn doctor" and take an honest look at why customer…

The 7 Deadly Sins of Customer Success

Sep 1, 2023 · 1 min read · Read

Our product is amazing and creates phenomenal results for customers.

Behavior Drives Results

Aug 25, 2023 · 3 min read · Read

23 Ways to Reduce Churn: [14 Track Key Customer Behaviors]

QBRs Don't Work!

Aug 18, 2023 · 5 min read · Read

People frequently ask me how they can make their QBRs effective. They know they aren't working, but they don't know why.

Buying Churn vs. Selling Success

Aug 11, 2023 · 4 min read · Read

I often say, "We buy more churn than we make."

Deep Discounts & Lazy Selling

Aug 4, 2023 · 2 min read · Read

📈 Our research shows that customers who start with deep discounts (25% or more) have significantly shorter average lifespans.

Cross-Selling Drives Retention

Jul 28, 2023 · 3 min read · Read

📈 The data shows that customers who purchase new products beyond their initial solution stay much longer (see below).

Hiding Churn Using NRR?

Jul 21, 2023 · 2 min read · Read

🚩Time is CRITICAL to customer success.

Customer Bonding Happens When...

Jul 14, 2023 · 2 min read · Read

A widespread customer success mistake is to focus on customers who are unhappy and who are having "negative" experiences.

Customers Want Results Not Products

Jun 30, 2023 · 4 min read · Read

The most important thing you can do to engage customers and keep their attention is to track and review their measurable results.

The Key To Preventing Churn

Jun 23, 2023 · 5 min read · Read

I recently worked with a large publicly-traded company with an expansive product range. The problem is that sales have been incentivized to load up the initial deal…

23 Ways to Reduce Churn

Jun 9, 2023 · 7 min read · Read

My new eBook is here!! Download your copy now:

Does every customer need onboarding?

Jun 2, 2023 · 4 min read · Read

I've often heard: "Every customer is different, so it's best to let each customer decide whether they need onboarding."

The Silent Killer of Churn

May 26, 2023 · 3 min read · Read

In our latest study, we analyzed companies that offer customers both a paid and a free trial option to find out if free trials drive churn. The results are absolutely…

Churn Rate is the Worst Metric

May 15, 2023 · 3 min read · Read

Does your churn rate appear to fluctuate constantly? Have you ever had your churn rate suddenly spike upwards, seemingly out of nowhere?

The Retention Power of Integration

May 5, 2023 · 5 min read · Read

Many solutions are capable of integrating or connecting to other systems, usually to enable more or better results.

Does customer churn get better?

Apr 28, 2023 · 2 min read · Read

📈 I analyzed our customer churn benchmark data and found that churn got worse for the majority of SaaS companies:

Are early customer tickets risky?

Apr 25, 2023 · 3 min read · Read

❌ Wrong.I've previously published research that shows customers who submit trouble tickets have a much higher retention rate than those who don't.► BUT → is this just…

Expert Chats: Peter Ord - Is your customer onboarding hurting your retention?

Apr 19, 2023 · 1 min read · Read

Trying to build a better Customer Onboarding process to drive high retention? Then this discussion is for you! Come and learn from Peter Ord (Founder and CEO of GUIDEcx)…

Fumbling the customer hand-off

Apr 14, 2023 · 2 min read · Read

I've sensed for years that time is of the essence for new customers. Any delay in getting customers started always seems to be a bad sign.

3 Keys to Customer Success Compensation

Apr 8, 2023 · 3 min read · Read

I just got off the phone with an executive who needed some quick advice on improving their compensation plan for CSMs. While it's fresh on my mind, here are my key…

3 Things Sales Can Do To Improve Retention

Apr 8, 2023 · 2 min read · Read

How you sell has a huge impact on customer retention. Here are 3 proven ways sales can start boosting retention right away...

Can you really \"Rescue\" customers?

Apr 8, 2023 · 1 min read · Read

There's nothing like the feeling you get when you've brought a customer back from the brink of cancellation. You're a hero and your value to the company is proven.

Big mistake: First renew, then expand

Apr 8, 2023 · 1 min read · Read

Wrong. Our research shows that this thinking is actually backward because...

Something has to change

Apr 8, 2023 · 2 min read · Read

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

The Myth of the Customer \"Rescue\"

Apr 8, 2023 · 5 min read · Read

Bringing a customer back from the brink of cancellation can be a gratifying experience. You've saved a customer and have proven your value to the company. You’re…

Should You Lay Off Customer Success Reps?

Apr 8, 2023 · 2 min read · Read

A massive wave of layoffs at companies like Twitter, Stripe, Opendoor, Shippo, Gem, and Facebook is likely only the beginning of a tough winter in the tech industry.

KAMCON 23: Greg Daines - Building Account Strategy On The 3 Laws of Retention

Apr 4, 2023 · 1 min read · Read

Greg Daines of ChurnRX on "Building Account Strategy On The 3 Laws of Retention"at KAMCon 2023 in Boulder, Colorado.

Expert Chat: Greg Daines & Dave Blake o How To Show That Your Customer Success Team Is Adding Value

Mar 10, 2023 · 1 min read · Read

ome and learn from two powerhouses in the Customer Success Industry: Greg Daines, CEO of ChurnRX, and Dave Blake, CEO of ClientSuccess. They will be discussing the…

Expert Chats: Seth Johnson - Shifting your team's mindset from Customer Service to Customer Success

Mar 10, 2023 · 1 min read · Read

Come and learn from Seth Johnson, VP of Customer Experience at LearnUpon, how he tackled shifting his organization's mindset from "Customer Service" to "Customer…

Greg Daines Answers Your Questions On Customer Churn

Mar 10, 2023 · 1 min read · Read

Listen and learn from the leading expert in customer churn: Greg Daines, CEO of ChurnRX! In addition to answering your questions, Greg provides 3 simple strategies you…

2022

It's not enough to deliver value every day

Nov 2, 2022 · 1 min read · Read

New research proves that even if you consistently drive measurable value, you'll still likely lose the customer. Why?

Does customer adoption lead to customer results, or is it the other way around?

Nov 1, 2022 · 1 min read · Read

Obviously customers won't get results unless they make use of the new solution.

Expert Chats: Selina Eizik - How To Tackle Churn as a New Customer Success Owner

Oct 27, 2022 · 1 min read · Read

Listen and learn from two leading experts in customer churn: Greg Daines, and Selina Eizik! Don't miss this conversation which is packed with practical tips from an…

The REAL Sales Conversation

Oct 24, 2022 · 1 min read · Read

Most salespeople misunderstand what conversation they are having with prospects, and this impacts both sales success and churn. How?

Just say NO when customers ask you to do this...

Oct 19, 2022 · 1 min read · Read

You can't get better results unless you change your behavior. The same applies to customers. Their results won't improve as long as they keep doing things the same way.

Sell Results NOT Features

Oct 17, 2022 · 1 min read · Read

One of the biggest sources of customer churn is selling features rather than results.

Your ideal customer is whoever you can make the most money.

Oct 13, 2022 · 2 min read · Read

Measurable results drive customer retention. The more measured results achieved, the longer customers stay.

Why does \"LAND AND EXPAND” usually turn out more like “LINGER AND EXIT\"?

Oct 4, 2022 · 1 min read · Read

The problem isn't the idea: expansion is absolutely CRITICAL to success →

Can you \"touch\" customers too much?

Sep 23, 2022 · 1 min read · Read

The fundamental idea behind a customer success “touch cadence” is based on the myth that merely talking to customers improves retention. That’s wrong!

“Customer bonding is the driving force in strategy.” - Arnaldo Hax

Sep 21, 2022 · 1 min read · Read

This statement from the legendary MIT business professor Arnoldo Hax totally changed how I think about everything I do in business. He taught me that the purpose of all…

The Powerful Alternative to Churn Rate (4/4)

Sep 12, 2022 · 2 min read · Read

In this final post on customer churn rates, I reveal the simple yet powerful way to measure and understand customer churn...

Churn Is The Truth

Sep 1, 2022 · 1 min read · Read

No matter what you believe about your business...

Drift: 7 Customer Success Secrets from “The Churn Whisperer” Greg Daines

Sep 1, 2022 · 1 min read · Read

The Churn Whisperer, Greg Daines has made a career out of taking the traditional customer success playbook and throwing it out the window. He came to Drift to share the…

Churn is the speed limit of growth

Aug 30, 2022 · 1 min read · Read

Churn is the most important factor in the ultimate success of any subscription business. Investors and acquirers use churn to judge what a business is worth. CEOs know…

One Thing You Can Do to Minimize Churn in a Recession

Aug 25, 2022 · 3 min read · Read

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 word, YES...

Does Churn Get Worse In A Recession?

Aug 17, 2022 · 3 min read · Read

A question I've been getting a lot lately is, "Will a recession cause our churn rate to go up?"

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

Jul 27, 2022 · 1 min read · Read

Greg Daines of Total Customer Strategy on why customers renew with suppliers, challenging conventional customer management strategies, and the role Sales plays in…

How to advance your career in customer success

Jun 16, 2022 · 1 min read · Read

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

The Selling Podcast: Greg Daines on Retention

Jun 1, 2022 · 1 min read · Read

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 for retention. It was a great…

Customer Experience is a Flop!

May 25, 2022 · 1 min read · Read

A better customer experience leads to higher retention, right? RIGHT???

The Ultimate Customer Early-Warning System

May 25, 2022 · 1 min read · Read

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

Video: The 4 Types of CSM

May 25, 2022 · 1 min read · Read

One of the biggest problems with the conventional approach to Customer Success is that it's totally REACTIVE! In order to be effective, we must find a way to flip from…

Video: The ultimate customer early-warning system

May 25, 2022 · 1 min read · Read

The ultimate customer success skill is to know a customer is failing even before they do! BUT HOW?? The answer is pretty simple → Getting a customer back on track takes…

4 Types of CSM (download)

May 23, 2022 · 1 min read · Read

Downloadable PDF: THE 4 TYPES OF CUSTOMER SUCCESS MANAGER

The 4 Types of CSM

May 19, 2022 · 1 min read · Read

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 start leading customers →

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

May 12, 2022 · 1 min read · Read

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

Your Company Is NOT Customer-Centric!

May 12, 2022 · 6 min read · Read

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 tell →

3 Laws of customer retention (download)

May 11, 2022 · 1 min read · Read

Downloadable PDF: THE 3 LAWS OF CUSTOMER RETENTION

Stop Studying Failure!

May 11, 2022 · 2 min read · Read

You can't learn to make customers SUCCESSFUL by studying FAILED customers

Results > satisfaction (Download)

May 10, 2022 · 1 min read · Read

Here's a downloadable PDF that summarizes 4 key findings from our customer research --

How do you get customers to change?

May 9, 2022 · 1 min read · Read

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

Video: How do you get customers to change?

May 9, 2022 · 1 min read · Read

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 must proactively guide our…

Video: Why Do Customers ENGAGE and CHANGE?

Apr 28, 2022 · 1 min read · Read

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

Why do customers change their behavior?

Apr 28, 2022 · 1 min read · Read

Change is hard! But customers don't get results without it.

Video: Why Do Customers Get Results?

Apr 20, 2022 · 1 min read · Read

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 opportunity to increase retention and…

Why Do Customers Get Results?

Apr 20, 2022 · 1 min read · Read

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 opportunity to increase retention and…

New Research Proves Customer Happiness Doesn't Pay

Apr 15, 2022 · 2 min read · Read

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

Video: Why Do Customers Leave?

Apr 14, 2022 · 1 min read · Read

The reason we have so much trouble conquering customer churn is that we start with the wrong question, which limits our vision and focuses our efforts on addressing…

Why Do Customers Leave?

Apr 14, 2022 · 1 min read · Read

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

Clayton Christensen: Results Drive Retention

Apr 13, 2022 · 1 min read · Read

Powerful idea from the great Clayton Christensen:

Do Happy Customers Stay?

Apr 6, 2022 · 1 min read · Read

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

Video: Do Happy Customers Stay?

Apr 6, 2022 · 1 min read · Read

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

2020

ClientSuccess.com: The Cardinal Sin of Client Success

May 21, 2020 · 1 min read · Read

CustomGreg Daines, CEO of Client Velocity, talks about how the conventional approach to client success is profoundly reactive which hampers our ability to drive…

2019

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

Oct 24, 2019 · 1 min read · Read

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

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

May 7, 2019 · 1 min read · Read

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

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

Apr 29, 2019 · 1 min read · Read

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

2018

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

Nov 29, 2018 · 12 min read · Read

Everywhere I go I see customer success teams operating in a constant state of crisis. Their entire approach and everything they do is reactive. They react when customers…

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

Nov 14, 2018 · 19 min read · Read

I’m going to tell you why I think it’s so hard to figure this out, and along the way, I’ll share some new data that sheds fresh light on the challenge. Most importantly,…

2016

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