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

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

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

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...

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

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

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

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

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...

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

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

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

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

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

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...

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

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

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

Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.

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 oper