The Science of Customer Bonding
Satisfaction, NPS, on-time renewals — the numbers that feel safe miss the one thing that predicts who actually stays. It's called bonding, and it's measurable in the data you already have.
The single number — read from your own customer data — that predicts who stays and who is already gone. Not a survey. Not a benchmark. Your book of business, measured.
Connect your data and I'll read your bonded fraction back to you, live. — Greg Daines
Received
Check your inbox — you'll get the secure data step and a link to book your readout. I read every one of these myself.
A simple, secure export of your customer history. No survey to send, no integration to build.
I calculate your bonded fraction — the share of customers who truly can't leave — and what's moving it.
Live, in a 30-minute readout, with exactly where your retention holds and where it breaks.
Backward-looking and easy to fake. Customers report high satisfaction right up to the month they churn.
A behavior, not an opinion — visible in the data before anyone fills out a survey. It's what separates a renewal from a relationship.
Churn is a product problem. Customer success is the smaller lever. You can't customer-success your way out of a product that doesn't produce compelling results. The Bonding Score shows you which one you're actually fighting — drawn from the recorded behavior of 1.3 million B2B software customers.
Greg Daines has spent two decades on one question: why customers actually stay. The research now spans more than a million customer relationships — and it points somewhere most retention playbooks never look.
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