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Mar 31, 20232 min read

Churn Strategies Newsletter (4/31/23)

This week: DATA STORY: What's the impact of fumbling the Sales to Customer Success hand-off? PODCAST: 10 Customer Churn Benchmarks for...

Greg Daines

Mar 24, 20236 min read

Churn Strategies Newsletter (3/24/23)

• My 5-Point Emergency Churn Strategy • There Can Never Be Too Many Tickets! • VIDEO: How do I define a "Customer Result"? • more...

HUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account."

Greg Daines

Feb 2, 20231 min read

HUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account."

"First get a customer to renew, and THEN expand the account." Wrong. Our research shows that this thinking is actually backward...

3 THINGS SALES CAN DO TO IMPROVE RETENTION NOW

Greg Daines

Jan 12, 20232 min read

3 THINGS SALES CAN DO TO IMPROVE RETENTION NOW

How you sell has a huge impact on customer retention. Here are 3 proven ways sales can start boosting retention right away... ① IDENTIFY...

3 KEYS TO COMPENSATION FOR CUSTOMER SUCCESS

Greg Daines

Dec 5, 20222 min read

3 KEYS TO COMPENSATION FOR CUSTOMER SUCCESS

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...

WILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS?

Greg Daines

Nov 8, 20222 min read

WILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS?

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

Greg Daines

Nov 7, 20221 min read

The 7 Deadly Sins of Customer Success

① PRIDE: Our product is amazing and creates phenomenal results for customers. TRUTH: Technology doesn't produce results, customer...

It's not enough to deliver value every day

Greg Daines

Nov 2, 20221 min read

It's not enough to deliver value every day

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

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

Greg Daines

Nov 1, 20221 min read

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

Obviously customers won't get results unless they make use of the new solution. But that just begs another question: Why don't all...

Greg Daines

Oct 24, 20221 min read

The REAL Sales Conversation

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

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

Greg Daines

Oct 19, 20221 min read

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

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...

Greg Daines

Oct 17, 20221 min read

Sell Results NOT Features

One of the biggest sources of customer churn is selling features rather than results. Most of the customers who buy because of features...

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

Greg Daines

Oct 13, 20222 min read

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

Measurable results drive customer retention. The more measured results achieved, the longer customers stay. That’s why bad customer “fit”...

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

Greg Daines

Oct 4, 20221 min read

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

The problem isn’t the idea: expansion is absolutely CRITICAL to success → • Customers won’t stay long-term unless their results are...

WHAT ABOUT THE CUSTOMER SATISFACTION PARADOX?

Greg Daines

Sep 30, 20221 min read

WHAT ABOUT THE CUSTOMER SATISFACTION PARADOX?

If customer satisfaction has nothing to do with retention, then why do companies with high satisfaction tend to have high retention? Past...

Greg Daines

Sep 23, 20221 min read

Can you "touch" customers too much?

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

Greg Daines

Sep 21, 20221 min read

CAN YOU REALLY "RESCUE" CUSTOMERS?

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...

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

Greg Daines

Sep 21, 20221 min read

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

This statement from the legendary MIT business professor Arnoldo Hax totally changed how I think about everything I do in business. He...

The Powerful Alternative to Churn Rate (4/4)

Greg Daines

Sep 12, 20222 min read

The Powerful Alternative to Churn Rate (4/4)

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

Greg Daines

Sep 9, 20222 min read

Churn Rates Lie (3/4)

The biggest problem with churn rates is that relying on them can MAKE CHURN WORSE by hiding the the truth about your churn.

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