Blog

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...

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...

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...

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...

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...

May 25, 20221 min read

Customer Experience is a Flop!

Did you know that customers who've had bad experiences stay an average of TWICE AS LONG as customers who haven't? It's a strange paradox,