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Greg Daines
Sep 7, 20222 min read
Churn Rates Are Distorted (2/4)
Churn rates are invariably distorted and any attempt to act on these distorted metrics will be literally misguided.
Greg Daines
Sep 5, 20222 min read
Churn Rate Is A Useless Metric (1/4)
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
Greg Daines
Aug 31, 20221 min read
Churn Is The Truth
No matter what you believe about your business... • what you think you do and how well you think you do it, • who you think your ideal...
Greg Daines
Aug 29, 20221 min read
Churn is the speed limit of growth
Churn matters because the business can't grow when too many customers are leaving. It's that simple.
Greg Daines
Aug 25, 20222 min read
One Thing You Can Do to Minimize Churn in a Recession
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
Greg Daines
Aug 17, 20222 min read
Does Churn Get Worse In A Recession?
A question I've been getting a lot lately is, "Will a recession cause our churn rate to go up?" The surprising answer is: Yes, but not...
Greg Daines
Jun 15, 20221 min read
How to advance your career in customer success
Come and learn from industry leaders in Customer Success: Clare Peterson, Saydie Blanchet, and John-Paul Scoville! Topics will range from...
Greg Daines
Jun 1, 20221 min read
The Selling Podcast: Greg Daines on Retention
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...
Greg Daines
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,
Greg Daines
May 24, 20221 min read
The Ultimate Customer Early-Warning System
The key to crushing churn is knowing a customer is failing even before they do. BUT HOW?? The answer is pretty simple → Getting a...
Greg Daines
May 22, 20221 min read
4 Types of CSM (download)
Downloadable PDF: THE 4 TYPES OF CUSTOMER SUCCESS MANAGER Here is a quick 1-slide summary of the 4 Types of CSM from my recent video that...
Greg Daines
May 18, 20221 min read
The 4 Types of CSM
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...
Greg Daines
May 11, 20225 min read
Your Company Is NOT Customer-Centric!
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...
Greg Daines
May 11, 20222 min read
Stop Studying Failure!
You can't learn to make customers SUCCESSFUL by studying FAILED customers Think about it --> The most popular method for analyzing churn...
Greg Daines
May 10, 20221 min read
3 Laws of customer retention (download)
Downloadable PDF: THE 3 LAWS OF CUSTOMER RETENTION Here is a simple summary of the factors that really drive customer retention and...
Greg Daines
May 9, 20221 min read
Results > satisfaction (Download)
Here's a downloadable PDF that summarizes 4 key findings from our customer research --> 1. There's NO correlation between customer...
Greg Daines
May 8, 20221 min read
How do you get customers to change?
NEW VIDEO→ We can’t rely on customers to know what to do to get results. But These 3 Things Make It Possible... 1. We are in a unique...
Greg Daines
May 2, 20222 min read
SOMETHING HAS TO CHANGE
The business world has spent the last several years literally obsessing over improving the customer experience. And the results are in…...
Greg Daines
Apr 28, 20221 min read
Why do customers change their behavior?
Change is hard! But customers don’t get results without it. So we absolutely need an answer to this question —> • Why do some customers...
Greg Daines
Apr 20, 20221 min read
Why Do Customers Get Results?
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...
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