The great debate! This 2MT gives my definitive answer...and an easy way to get us out of the dangerous "client ownership" mindset.

Three characteristics separate amazing CSMs from the rest of the pack. This 2-Minute Take discusses all three and how to identify them...

Customer Retention in the time of COVID-19. 2020 in review. Until a larger firm does a big study here are 3 insights from nine diverse...

You can get there from here...no matter where you are starting from. It’s that time of year again! When most of us plan for the upcoming...

A Look at What Sets CX Award Winners Apart Winner, Winner, Chicken Dinner! We all like to think we run “world-class” or “award-winning”...

“Our customers are disappearing and we’re not sure when they’ll be back. If ever.” I expected to have these conversations with friends...

If you're like most performance-oriented organizations you likely spend some time and resources trying to predict the future. Stop....

It’s difficult to define the ideal relationship between Success and Marketing. This is because Success and Marketing don’t have one...

My conversations with Customer Experience and Customer Success leaders these days all arrive at a sad truth--our customers' needs exceed...

The week of March 16, 2020 I solicited feedback from various CS communities across LinkedIn, the DC CS scene, and my personal network to...

Quick Hits Understanding your customers’ POV of your product complexity and its value to their operations informs your retention strategy...

Customers should define your retention strategy but are you doing it right? Probably not.

If you want to master Retention you need to understand your customers, your product, your teams, and how they all fit together.