No matter what business you’re in, you know customer churn. It can make or break your revenue goals, and it can undermine your best plans for growth. But it’s not only a largely preventable problem—the ways to get there can push you above the competitive fray and put...
Essential Analytics for Customer Success Customer Success leaders regularly ask me how they can mature their data gathering strategies to understand not just what their customers are doing but why. I always recommend they start with building strategies to form closer...
Why Churn Matters It costs anywhere from five to 25 times more to acquire a new customer than to keep one, and if a customer doesn’t stick around long enough for you to recoup your customer acquisition costs, you’re doubling down on your revenue losses. And when...
Why Customer Success Matters More Than Ever Early in the pandemic, acquiring net new logos was challenging, if not impossible, for many companies. Losing existing clients meant losing a significant revenue stream, which they couldn’t afford. Nimble, forward-thinking...
Maybe you’re a new company that’s experiencing hyper-revenue and customer growth and are in the early stages of establishing a Customer Success (CS) function. Perhaps your CS practice is mature, but you need to scale to support a new product launch, the expansion into...
