Blog

Apr 15, 20222 min read

New Research Proves Customer Happiness Doesn't Pay

In my recent video, I reveal new research that challenges one of our most universally held business beliefs. Using our huge customer data...

Apr 14, 20221 min read

Why Do Customers Leave?

Why doesn’t churn go away when we fix bad customer experiences? I share new data that will immediately change your approach to customer...

Apr 13, 20221 min read

Clayton Christensen: Results Drive Retention

Powerful idea from the great Clayton Christensen: “When we buy a product, we essentially 'hire' something to get a job done. If it does...

Apr 6, 20221 min read

Do Happy Customers Stay?

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers....

Nov 29, 20189 min read

The Cardinal Sin of Customer Success Is Not Churn. It’s Unexpected Churn!

As long as your customer success efforts are reactive, they will never be effective. The only way to change this dynamic is to stop trying t

Nov 14, 201814 min read

You Can’t Solve Churn When You Are Asking The Wrong Questions

The greatest threat to companies is the failure to align around driving customer results. The solution begins with one essential...

Sep 27, 20167 min read

The Secret to Seamless Customer Handoffs

Handoffs are at the root of too many customer problems – especially in the enterprise. Read on to find out why, and my method for making...

Aug 29, 20165 min read

The 3 Deadly Fallacies of SaaS Customer Success

“It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.” Mark Twain The conventional...

Aug 23, 201613 min read

5 Surprisingly Simple Practices of Stellar Customer Success

These are the 5 concrete things anyone can do right now to start crushing it as a customer success superhero. In my last article, 5...

Aug 15, 201612 min read

5 Counter-Intuitive Principles of SaaS Customer Success

These surprising and unconventional changes in mindset are the key to breaking out of the SaaS/B2B customer retention doldrums. Next...