Acceptable Churn Rate for Small Accounts

acceptable-churn-rate-small-accounts

What drives a company to focus on Customer Success is changing. In the past, churn (or retention, depending upon how you look at things) was generally the catalyst.Once churn is under control, the catalyst changes to expansion; driving use, … [Continue reading]

Success is Uncomfortable

success-is-uncomfortable

I've talked before about holding customers accountable and how customer success isn't about making customers happy.Sometimes you have to push customers out of their comfort zone and - if you'll allow me to channel my inner Tony Robbins -progress … [Continue reading]

The Risk (and Opportunity) in Stealing Customers

risk-opportunity-stealing-customers

Picture it, São Paulo, Brazil, October 2015.After one of the sales and customer success workshops I did, a few of us went out for a snack - fried polenta sticks - and to talk shop... and the idea of Success Gaps came up.In particular, we … [Continue reading]

A Foolproof Way to Get Testimonials Without Asking for Them

A Foolproof Way to Get Testimonials Without Asking for Them

Personally, I've always found it difficult to ask for testimonials. It just doesn't come naturally to me.In fact, one of the reasons I like doing calls on Clarity is that the platform closes the loop with the client for me, asking for a star … [Continue reading]

Success Milestones and the Path to Desired Outcome

success-milestones

I talk about Success Milestones all the time, not just in the context of Customer Success, but in the context of the overall success of my SaaS clients and the companies I work with through Winning by Design.The concept of Success Milestones is a … [Continue reading]

Customer Accountability: Pushing Back to Drive Them Forward

customer-accountability

A little while ago I introduced the concept of the Success Gap and how customers can use your product to the fullest and still not achieve their Desired Outcome.And as the vendor you can either ignore the phenomenon and let customers fend for … [Continue reading]

This Customer Acquisition Mistake Can Kill your Growth

This Customer Acquisition Mistake Can Kill your Growth

Can the customers you're actively going after actually achieve success with your product or through their interactions with your company as things are today? If not, that's a problem.The reasons they might not achieve success range from their … [Continue reading]

Stop Using these Anti-Customer Terms

Stop Using these Anti-Customer Terms

Ugh... isn't dealing with customers that don't get it and having to hold their hand along the way or check-in with them to make sure they're okay, annoying? It's so nice when you can hand 'em off to someone else, right?I hear that all the time … [Continue reading]

7 Reasons to Optimize your SaaS Free Trial

7 Reasons to Optimize your SaaS Free Trial

For SaaS vendors, the Purpose of a Free Trial is to create a customer. Period.If you don't agree with that statement then you really won't like pretty much everything else I'm going to say in this article.Free Trials are not for tire-kicking … [Continue reading]

Desired Outcome is a Transformative Concept

desired-outcome-transformative

One of the most powerful concepts I've ever come across in business is the idea of the customer's Desired Outcome.And if you're thinking "one of the most powerful concepts in business" seems like a pretty hefty charge, you're right; this concept … [Continue reading]