Lincoln Murphy

I named and popularized Customer Success starting in 2010 and co-authored Customer Success, the first book on it. These days the work is expansion revenue: the money already sitting in your customer base that nothing in your company is built to notice or collect.

Call/Text: (808) 633-8496  ·  Email: lincoln@sixteenventures.com

Latest

• Your Retention Number Might Be Measuring Your Calendar
  August 6, 2026
  I've looked at companies where two people can each pull a defensible retention number out of the same data and arrive at opposite conclusions. One version puts them in the top decile of anything.
• You Can't Qualify Against a Role That Doesn't Exist
  August 6, 2026
  Most companies hiring their first Customer Success person produce an offer letter that gives the whole thing away. A name pasted at the top.
• The Confidence Question™
  August 6, 2026
  Almost everything we measure about a customer is a report on the past. How they felt about the last interaction.
• AI Gave Everyone a Tool. Nobody Built a System.
  August 4, 2026
  I would rather hand a customer a working tool than teach them a process. That has always been true, and until recently it was expensive enough that it rarely happened.
• When the AI Is Wrong and You Can't Stop It
  August 4, 2026
  Most of what gets written about fixing customer experience is addressed to people who can change it. Heads of, VPs of, founders.

More articles

• Your Agentic Workflow Learns. Only From Itself.
  August 4, 2026
• "This Looks Like AI" Is a Context Problem
  August 4, 2026
• Slow Down to Speed Up: Three AI Traps in Customer Experience
  August 4, 2026
• You Didn't Run a Test. You Sent Four Emails.
  July 31, 2026
• Overwhelm Looks Like Resistance
  July 31, 2026
• The Customers Who Left Are Not the Customers Who Stayed
  July 30, 2026
• The Ceiling Was Never Real
  July 28, 2026
• Statistical Significance Is a Stalling Technique
  July 28, 2026
• The Win-Back Trap
  July 25, 2026
• Churned Customers Are Not Money in the Bank
  July 25, 2026
• Good Work Doesn't Renew Itself
  July 25, 2026
• The Top-Performer Exemption
  July 25, 2026
• Why Your CSM Can't Fix Expansion (And It's Not Their Fault)
  July 25, 2026
• Customers Hate Three Things. What They Fear Is a Fourth.
  July 24, 2026
• The Churn Doctrine, Revised
  July 23, 2026
• One Argument, Sixteen Years: The Lineage
  July 23, 2026
• The Retention Side Effect
  July 23, 2026
• Retention, Expansion, and Advocacy Are Not Behaviors
  April 10, 2026
• Health Scores Are Destroying Your Signal
  April 9, 2026
• The Tools Have Boxed Us In: Structural Failure #3 in Customer Success
  April 8, 2026
• The Best People Are Doing the Wrong Work: Structural Failure #2 in Customer Success
  April 7, 2026
• The Broken Premise: Structural Failure #1 in Customer Success
  April 6, 2026
• The Three Structural Failures of Customer Success
  March 25, 2026
• Best Practices Isn't a Standard — It's Just Their Standard
  March 24, 2026
• The Handoff Is Where CS Goes to Die
  March 23, 2026
• Talking About Agentic AI Is the Most Customer Success Thing I've Ever Done
  March 22, 2026
• Stop Waiting for Customers to Ask for More
  March 21, 2026
• Customer Success Was Built on a Broken Assumption
  March 20, 2026
• The Customer Was Never the Problem
  March 19, 2026
• Your CS Tools Were Built for Someone Else's Company
  March 18, 2026
• You Can Vibe-Code a CS Workflow. You Can't Vibe-Code the Judgment Behind It.
  March 17, 2026
• Your Humanity Is the Moat
  March 16, 2026
• The Question Customer Success Has Never Been Able to Ask Before
  March 15, 2026
• Yes, I Talk About AI a Lot. Here's Why.
  March 14, 2026
• You Can't Ask for Active Listening and Then Bury Your CSMs in Busywork
  March 13, 2026
• Agentic Workflows Aren't Tech Touch 2.0
  March 12, 2026
• Your People Are Your Moat
  March 11, 2026
• AI Does Not Remove the Humanity from Customer Success. It Is How We Scale It.
  March 9, 2026
• Customer Success Is at a Crossroads. Again.
  March 3, 2026
• AI isn't the threat
  February 17, 2026
• I'll just vibe code it myself this weekend
  February 13, 2026
• "We'll just use Claude, bro."
  February 11, 2026
• We've all optimized for the craziest thing
  October 15, 2025
• Q2 churn will hit HARD. Unless...
  March 31, 2025
• Get 10x revenue from the same feature
  March 27, 2025
• Like Vibe Coding - But for Revenue
  March 24, 2025
• Fear and growth can't coexist
  March 19, 2025
• Anti-shrink isn't growth
  March 17, 2025
• Are you acquiring customers - or revenue?
  March 12, 2025
• A hidden revenue leak costing you millions
  March 10, 2025
• “Lincoln, this is either total BS… or genius.”
  March 7, 2025
• How to Increase Customer Lifetime Value (LTV)
  February 10, 2025
• Discounts don't save customers
  January 15, 2025
• Psychology Hack Instantly Stops Churn
  January 13, 2025
• Stop Churn using Tactical Timing
  January 10, 2025
• When to engage; when to ghost 'em
  January 9, 2025
• Save the Right Customers, Ignore Others
  January 8, 2025
• Urgent but Unspoken Save Tactics
  January 7, 2025
• 7 Ways to Take Control of Churn in Q1
  January 6, 2025
• The True Cost of Meetings in Customer Success Management
  November 3, 2024
• Meetings as a Customer Success Metric: The Misguided Path
  November 3, 2024
• No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
  September 12, 2024
• Outcomes > Meetings (calendar chaos)
  August 26, 2024
• The True Cost of Every Customer Meeting
  August 19, 2024
• Meetings... can be SO much better
  August 15, 2024
• Revenue Roadblocks: How We’re Sabotaging Our Own Growth
  August 7, 2024
• Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
  July 7, 2024
• Upsell Myth #1: Wait until Churn < 10%
  July 1, 2024
• How to make CSMs less busy
  June 12, 2024
• Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
  June 11, 2024
• "My CSMs are too busy for Advocacy" (No!)
  June 7, 2024
• Who owns Advocacy in the BEST companies?
  June 5, 2024
• So... who owns Advocacy? (poll results)
  May 31, 2024
• From Transactions to Relationships: Unleashing Customer Potential with AX
  May 5, 2024
• Renewal Psychology: From an Adversarial Process to a Celebration of Success
  April 4, 2024
• Pods in Customer Success vs. Sales: A Side-by-Side Comparison
  March 18, 2024
• The Role of Pods in CSM Coverage Models: The Evolving Landscape
  March 11, 2024
• Pooled CSMs: Benefits, Challenges, and Requirements for Success
  March 11, 2024
• Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
  March 9, 2024
• The Goal Discovery Framework for Customer Success Management
  March 9, 2024
• Storytelling in Customer Success: Use the Power of Goal Discovery
  March 9, 2024
• Customer Success Scaling: Capacity Planning and Resource Allocation
  March 9, 2024
• Bridging the Engagement Gap: Keeping Customers Actively Invested
  March 9, 2024
• Stop! Don't send that email yet. (Do this)
  January 11, 2024
• CSMs: Do these 3 things this week
  January 2, 2024
• Heads of CS: Do these 3 things this week
  January 2, 2024
• 'Tis the season to ignore your emails (right?)
  December 22, 2023
• You Cannot Buy Advocacy
  October 25, 2023
• From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
  October 12, 2023
• 5 Outdated Email Tactics You Need to Abandon in 2024
  October 8, 2023
• Nobody Asks How to Prove That Sales Matters
  October 6, 2023
• Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
  September 24, 2023
• Why High Usage Doesn’t Guarantee Customer Success
  September 6, 2023
• Scaling Your Customer Success Team Without Losing Control
  August 30, 2023
• How Often Should You Revisit Customer Goals?
  August 23, 2023
• A Goal Is an Objective Plus a Time Frame
  August 16, 2023
• CS and Sales Are Siloed. How Tall Are the Walls?
  August 9, 2023
• Why Won't They Just Do the Work?
  August 2, 2023
• Customer Retention: Proactive, Reactive, and At-Risk Analysis
  July 31, 2023
• Navigating Partner Success in a Multi-Channel World
  July 26, 2023
• Unlocking Potential: How to Allocate Customers to CSMs
  July 20, 2023
• AX-Based Coverage Segments: Customer Success Evolved
  July 17, 2023
• RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
  July 13, 2023
• Redefining Email Engagement: New Metrics for a New Era (2024)
  July 13, 2023
• Understand, Classify, and Effectively Analyze Churn
  June 22, 2023
• Customer Negotiation: Discounts, Retention, and Value
  May 31, 2023
• The Art of Objection Handling in Customer Success
  May 11, 2023
• Driving Exponential Growth: The Art of Selling to Existing Customers
  May 4, 2023
• NRR Panic: The Rollercoaster Ride You Never Saw Coming
  April 26, 2023
• Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
  March 21, 2023
• Why CSM Positioning is so Important (and How to Fix it)
  March 19, 2023
• Customer Status: The Hidden Motivator You Can’t Ignore
  March 19, 2023
• The Power of Curiosity in Customer Success
  March 19, 2023
• Creating Customer Success Playbooks with ChatGPT
  March 3, 2023
• ChatGPT or Bing: Which AI Tool is Best for Customer Success
  March 1, 2023
• Customer Success Pros: Stay Ahead of the Game with ChatGPT
  February 27, 2023
• ChatGPT in Customer Success: Generative Output to Desired Outcome
  February 27, 2023
• Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
  February 21, 2023
• ChatGPT is a Customer Success Game-Changer
  February 18, 2023
• Growth Unlocked: The Key to Exponential Account Expansion
  February 18, 2023
• Customer Success: Defined (2024)
  January 4, 2023
• Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
  December 12, 2022
• The Importance of Consistency in Customer Success Management
  August 14, 2022
• The Real Reason Your Company Invests in Customer Success
  August 14, 2022
• Customers Hate These 3 Things (and How to Avoid Them)
  April 19, 2022
• The 5 Secrets of World-class Customer Success Managers
  February 28, 2022
• Customer Onboarding: How to Design and Implement an Effective Onboarding Process
  April 6, 2021
• Eliminate Churn Forever in 5 Simple Steps
  December 21, 2020
• Customer Success: The Lost Art of Churn Reason Analysis
  September 10, 2020
• Customer Success: How to Quantify the Impact of Bad-fit Customers
  August 26, 2020
• Customer Onboarding: How to Design and Implement an Effective Onboarding Process
  August 18, 2020
• Designing a Sales-to-CSM Handoff that Actually Works
  July 31, 2020
• What is a good SaaS Churn Rate?
  July 17, 2020
• Achieve Exponential Growth by Focusing on CAC Efficiency
  September 11, 2019
• TTFV as a Sales KPI to Drive Engagement and Expansion
  September 5, 2019
• Time to First Value (TTFV) is a Customer Onboarding Goal
  September 5, 2019
• Customer Onboarding: AHA! or WTF?
  September 4, 2019
• Emotional Disconnect During Customer Onboarding
  September 4, 2019
• Bad Sales Handoffs Cause Customers to Ghost During Onboarding
  September 4, 2019
• How to Know if Customers are Actually Ghosting you
  September 4, 2019
• Why Customers Ghost you
  September 4, 2019
• The Basics of Customer Onboarding
  July 8, 2019
• Success Potential: Real Customer Success Starts Here
  February 7, 2019
• Account Expansion: How to Upsell Unsuccessful Customers
  November 15, 2018
• Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
  November 9, 2018
• Account Expansion: If You Want To Grow Fast, Do This…
  November 8, 2018
• Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
  November 8, 2018
• Customer Growth: The Difference between Sales and Expansion
  August 8, 2018
• Introducing the BEAST Message Framework for Customer Engagement
  June 20, 2018
• Introducing the Customer Engagement Communication Model
  June 20, 2018
• Churn Classification Framework For Customer Success Management (2024 Update)
  May 15, 2018
• Customer Success and Sales: Why the Latter determines the Former
  January 3, 2018
• Appropriate Experience is Required for Customer Success
  January 2, 2018
• What Are The Best Customer Success KPIs?
  December 29, 2017
• You Can’t Solve Upstream Problems Down Stream
  December 28, 2017
• Customer Success is a Simple Concept (Don’t Overthink It)
  December 28, 2017
• Customer Success can’t fit into Existing Frameworks
  December 18, 2017
• Those aren’t Problems. Those are Customers!
  October 30, 2017
• Customer Onboarding Success Secret: Don’t Overwhelm Customers
  August 19, 2017
• A QBR is NOT Required for Customer Success
  August 6, 2017
• Customer Success: The Importance of User or Customer Onboarding
  August 1, 2017
• How to Define Roles in Customer Success Management
  May 19, 2017
• Customer Success: High/Low/No Touch Customer Segmentation
  May 19, 2017
• Customer Success: Incorporating High/Low/No Touch into Onboarding
  May 19, 2017
• Customer Success: How to help Salespeople with Customer Segmentation
  May 19, 2017
• Customer Success: Determining Which Customers on which to Focus
  May 19, 2017
• Customer Success: Who Should Handle Upsells?
  May 19, 2017
• Customer Success: How to Reset Mismanaged Expectations
  May 19, 2017
• Customer Success: Customer Engagement Across the Entire Lifecycle
  May 19, 2017
• Customer Success: Working with Customers that don’t like Technology
  May 19, 2017
• Customer Success: How to Tell Customers What to Do
  May 19, 2017
• How to Get Customers to Help Define Engagement Models
  May 19, 2017
• Customer Success-driven Marketing: Targeting Offline Customers
  May 19, 2017
• Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017
  May 19, 2017
• The Process for Discovering your Customer’s Desired Outcome
  May 5, 2017
• Customer Success: How to Close the Feedback Loop with…
  May 5, 2017
• Customer Success and Upgrading Grandfathered Customers
  May 5, 2017
• Customer Success in Early-stage Startups
  May 5, 2017
• Drawing the Line between Customer Success and Support
  May 5, 2017
• The Best Customer Success Management (CSM) Software
  May 5, 2017
• Why Aligning Sales and Customer Success is Critical
  May 5, 2017
• Customer Success and Charging Setup Fees
  May 5, 2017
• The Biggest Customer Success Mistake (and How to Avoid it)
  May 5, 2017
• Determining the Ideal Customer Success Organization Structure
  May 5, 2017
• Customer Success in Two-sided Markets
  May 5, 2017
• Customer Success: The Secret to Improving Customer Adoption
  May 5, 2017
• Customer Success in a B2B2C (Partner / Value Chain) Scenario
  May 5, 2017
• Customer Success: How to Monitor Customer Happiness
  May 5, 2017
• Determining the Perfect Number of Customer Segments
  May 5, 2017
• The Difference between Customer Success and Account Management
  May 5, 2017
• The Secret to Defining Customer Success Coverage Models
  May 5, 2017
• Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017
  May 5, 2017
• The 5 Fatal Flaws of most Customer Journey Maps
  April 28, 2017
• The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight
  March 20, 2017
• Customer Success Goals: Cohorts, Metrics, and Prioritization
  January 2, 2017
• Contents of an Awesome Customer Success Playbook
  December 31, 2016
• Understanding Customer Success Management Compensation Models
  December 28, 2016
• Determining the Number of Accounts per Customer Success Manager
  December 27, 2016
• Customer Success-driven Growth: Rapid, Exponential, and Efficient
  December 27, 2016
• Why You Can’t Offset Churn with Upsells
  December 22, 2016
• 9 Things Customer Success is Not
  December 13, 2016
• Customer Success Management: An Executive Overview
  December 12, 2016
• Customer Success Management: The 8 Elements of this Valuable Business Function
  December 12, 2016
• Logical Customer Segmentation: The Key to Scaling Customer Success
  December 12, 2016
• Orchestrating Sales and Customer Success Alignment
  October 5, 2016
• Success Potential: The Foundation of Customer Success
  October 4, 2016
• Excuses and the Myth of Near-Zero Churn
  September 5, 2016
• Success Vector – a Better Customer Health Score
  August 18, 2016
• Don’t Mix SaaS Free Trial and Churn Metrics
  July 29, 2016
• SaaS Free Trial Conversion Rate Benchmarks
  July 28, 2016
• Churn is a Symptom, Not a Disease
  June 21, 2016
• 7 Ways Customer Success drives Company Valuation
  May 14, 2016
• Customer Success: The Difference between Stretch and Bad-Fit Customers
  April 13, 2016
• Two Ways to Reduce SaaS Cancellations
  February 20, 2016
• The Only Two Reasons Customers Churn
  January 27, 2016
• You Have to Know why Your Customers Churn
  January 20, 2016
• Use Customer Success to Reduce Credit Card Failures
  December 15, 2015
• Upgrading Grandfathered Early Customers
  December 15, 2015
• Pricing Strategy Framework for SaaS Startups
  December 9, 2015
• Qualifying Leads in a SaaS Free Trial
  December 2, 2015
• Customer Success and Logical Account Expansion
  November 28, 2015
• Reasonable SaaS Free Trial Conversion Rate
  November 27, 2015
• Acceptable Churn Rate for Small Accounts
  November 17, 2015
• Success is Uncomfortable
  November 16, 2015
• The Risk (and Opportunity) in Stealing Customers
  November 13, 2015
• A Foolproof Way to Get Testimonials Without Asking for Them
  October 20, 2015
• Success Milestones: The Path to the Customer’s Desired Outcome
  October 19, 2015
• Customer Accountability: The Missing Piece in your Customer Success Strategy
  October 9, 2015
• This Customer Acquisition Mistake Can Kill your Growth
  October 2, 2015
• Stop Using these Anti-Customer Terms
  September 28, 2015
• 7 Reasons to Optimize your SaaS Free Trial
  August 5, 2015
• Desired Outcome is a Transformative Concept
  July 29, 2015
• The Seeds of Churn are Planted Early
  July 28, 2015
• 5 Situations When Massive Churn is Just Fine
  July 8, 2015
• 5 Lesser-Known Ways Churn Hurts your Company
  July 8, 2015
• Podcast: Getting Inside the Minds of Your SaaS Customers
  July 7, 2015
• The Fiction that Friction Improves Customer Onboarding
  July 2, 2015
• Customer Psychology and the Unexpected Power of Surveys
  June 30, 2015
• How Social Proof Actually Works in Marketing
  June 24, 2015
• Customer Success Starts at Sales Done Right
  June 23, 2015
• Achieve Network Effect on a Smaller Scale
  June 22, 2015
• Podcast: Customer Success is the Foundation of Your Success
  June 11, 2015
• 3 Secrets of High-Converting SaaS Free Trials
  June 10, 2015
• How To Get Sales To Help Test your Ideal Customer Profile
  June 4, 2015
• Stick Point: When Your SaaS Customer is Truly a Customer
  June 4, 2015
• Free Trials Do Not Devalue Your Enterprise SaaS
  June 3, 2015
• 4 Undercover Ways to Hack Social for More Sales
  May 25, 2015
• The Success Gap: A HUGE Opportunity You Haven’t Considered
  April 3, 2015
• Your SaaS Metrics Are Wrong if You Include These Customers
  March 20, 2015
• Active Users are a Vanity Metric
  March 20, 2015
• CAC Strategy is the Key to Scaling your SaaS Company
  February 26, 2015
• Let Your Customers Write Your Marketing Copy
  February 24, 2015
• Exposed! A Top-Secret “Enterprise Pricing” Growth Hack
  December 22, 2014
• The Only 3 Acceptable Pricing Page Discount Tactics
  December 21, 2014
• Engaging at Scale: The Secret to Automating Personal Emails
  December 21, 2014
• 5 Growth Hacks to Supercharge your Invite or Referral System
  December 19, 2014
• The Myth of Unavoidable Churn
  December 10, 2014
• The Secret to Successful Customer Onboarding
  October 22, 2014
• 7 Sanity Checks for Sending Cold Email
  September 22, 2014
• You’re Doing Annual Pre-Pay Renewals Wrong
  August 28, 2014
• 10 Growth Hacking Lessons from Dodgeball
  August 14, 2014
• Understanding Your Customer’s Desired Outcome
  August 4, 2014
• How-to Avoid SaaS Free Trial Abuse
  July 27, 2014
• SaaS Free Trial Extension Requests are a Bad Sign
  July 15, 2014
• The Best SaaS Free Trial Length
  July 13, 2014
• Ideal Customer Profile Framework
  June 25, 2014
• 4 Sales Mistakes That Lead To High SaaS Churn
  June 21, 2014
• SaaS Free Trial: Requiring a Credit Card is Shortsighted
  June 14, 2014
• 3 Email Lead Capture Hacks to Get More Customers
  June 13, 2014
• 5 Steps to Unstick Your User Onboarding Flow
  May 12, 2014
• How-to Use SaaS Pricing Discounts to Grow Revenue
  March 24, 2014
• Customer Development Hacks for SaaS Startups
  March 13, 2014
• The Greatest Word of Mouth Follow-up Question… Ever!
  March 10, 2014
• How to Get in Front of your Ideal Customers
  February 21, 2014
• Email Marketing: How Vero Got a 450% Increase in Conversions
  February 11, 2014
• Customer Success: 22 Ways To Reduce Churn With Growth Hacking
  January 30, 2014
• Time Management for Startups: Quantify, Prioritize, and Automate
  January 23, 2014
• The best way to grow your SaaS business
  January 20, 2014
• Case Study: Growth Hacking Pre-Launch Revenue
  January 15, 2014
• Freemium or Free Trial? There’s a Better Question
  January 9, 2014
• WTF is a Growth Hacker, anyway?
  December 27, 2013
• Predictions for Customer Success in 2014
  December 26, 2013
• Autoresponders are Dead: 5 Types of Follow-up Emails
  December 24, 2013
• SaaS Pricing Model: Mo’ Money, Mo’ Problems
  December 15, 2013
• The Customer Acquisition Cost (CAC) Myth and Misguided Optimization
  November 15, 2013
• 5 Rules for Successful Growth Hacking
  October 29, 2013
• Use Partner Offers to Quickly Grow Your Business
  October 25, 2013
• Growth Hack: Warm-Up Your Leads Before You Email Them
  October 16, 2013
• When Customers Go Dark: Customer Success to fight the Zombies
  October 12, 2013
• SaaS Customer Success: Best Practices for Unplanned Outages
  October 2, 2013
• SaaS Pricing: Multi Currency Support
  October 1, 2013
• How to Create an Affiliate Program for your SaaS
  September 13, 2013
• SaaS Marketing: 21 Growth Hacks to Test Today
  August 29, 2013
• SaaS Sales Funnel: Stop Optimizing for the Wrong Customers
  August 8, 2013
• SaaS Freemium Customer Acquisition Costs
  July 25, 2013
• No More Email from Your SaaS App? Introducing GMail Tabbed Inbox and Categories
  July 24, 2013
• SaaS Marketing: Are you Lazy or Deliberate?
  July 21, 2013
• SaaS Churn: Measure Revenue or Customer Retention?
  July 15, 2013
• SaaS Marketing: Random Effort Yields Random Results
  July 3, 2013
• SaaS Growth Hacking: An Interview with Lincoln Murphy
  July 1, 2013
• Engagement is the key to lowering SaaS Churn
  June 22, 2013
• SaaS Marketing: Rise of the Growth Copyists?
  May 17, 2013
• SaaS Free Trial: Require a Credit Card to begin?
  April 25, 2013
• Who’s your ideal customer?
  April 15, 2013
• SaaS Customer Success: Eliminate ‘Dead Ends’ to Drive Engagement
  March 30, 2013
• SaaS Customer Success: Start with Quick Wins
  March 23, 2013
• SaaS Churn Threats: Identify and Retain At-Risk Customers
  March 4, 2013
• SaaS Churn Rate Improvement: Monitor and Drive Engagement
  February 25, 2013
• SaaS Churn Rate Reduction Starts with Attracting the Right Customers
  February 19, 2013
• SaaS Churn Rate: Go Negative with Expansion Revenue
  February 11, 2013
• SaaS Customer Onboarding: 3 Steps to a Successful Welcome Email
  February 7, 2013
• SaaS Market Positioning: How to Compete in Crowded Markets
  January 29, 2013
• SaaS Marketing Plan: 5 Ways to Get your App to Sell Itself
  January 7, 2013
• Common Conversion Activities (CCA): SaaS Free Trial Metric
  December 21, 2012
• 5 Rules for SaaS Email Marketing and Transactional Messages
  December 20, 2012
• List of SaaS and Cloud Consultants and Analysts
  December 20, 2012
• Growth Hacking: 43 Ways to Drive Traffic to your Website
  December 17, 2012
• Beta Testing & Pricing: Examples (Video)
  December 16, 2012
• Beta Testing & Pricing: A Hazardous Combination (Video)
  December 14, 2012
• SaaS Marketing Plan: 100 Places to Promote Your App (Part 2)
  December 14, 2012
• SaaS Marketing Plan: 100 Places to Promote Your App (Part 1)
  December 14, 2012
• SaaS Conversion Rate Lies: 97% won’t become customers, anyway
  December 5, 2012
• How to Develop your SaaS Pricing Model
  November 1, 2012
• Pivot to Profit: Ditch Freemium and Start Making Money
  October 17, 2012
• SaaS Customer Retention is the key to Long-term Profitability
  October 16, 2012
• SaaS Churn kills Growth; Customer Retention is a Growth Accelerator
  October 15, 2012
• SaaS Customer Retention Requires Ongoing Realization of Value
  October 15, 2012
• Free Trials: Not just for Startups or toy Web Apps
  October 3, 2012
• Why $1 Trials are a REALLY Bad Idea
  September 22, 2012
• SaaS Pricing Model: How a 10x Price Increase lead to Happier Customers
  August 22, 2012
• Free Trial Frustrations from a SaaS CEO
  August 22, 2012
• SaaS Free Trial: How Self-Service fits with a High-Touch Sales Process
  August 22, 2012
• Simply Offering a SaaS Free Trial Increases Conversions
  August 14, 2012
• SaaS Free Trial: Your Customer Qualification Machine
  August 14, 2012
• SaaS Free Trial Optimization: When to start?
  August 3, 2012
• 7 Tips for Software Vendors Moving to the Cloud
  July 26, 2012
• How to keep App-generated Email from Being Marked Spam
  July 26, 2012
• SaaS Free Trial: Confused Minds Don’t Buy
  July 25, 2012
• SaaS Free Trial Users are a Vanity Metric
  July 6, 2012
• SaaS Pricing Page Design: Highest Price on the Left?
  May 20, 2012
• SaaS Conversion Rate: A Simple Trick to DOUBLE Your Revenue
  April 15, 2012
• SaaS Pricing Strategy: The 10x Rule
  March 26, 2012
• Display a Phone Number to Increase Conversions?
  March 26, 2012
• SaaS Affiliate Marketing: How-To Supercharge Your Growth
  March 26, 2012
• 9 Ways to Instantly Improve Your PPC Results
  March 25, 2012
• Why SaaS Free Trial Optimization is So Important
  March 20, 2012
• SaaS Free Trial: The #1 Reason You Fail to Convert Customers
  March 19, 2012
• Switch from a Reactive to Proactive SaaS Free Trial
  March 13, 2012
• SaaS Free Trials: The Shorter the Better?
  March 12, 2012
• SaaS Pricing Models Resource Guide
  February 27, 2012
• SaaS Pricing: The Advanced Stuff
  February 27, 2012
• SaaS Pricing: The Basics
  February 27, 2012
• SaaS and Web Apps: Increase Your Free Trial Conversion Rate
  February 20, 2012
• SaaS Free Trial Conversion Rate Optimization Resource Guide
  February 18, 2012
• Where is Your Ideal Customer on the Awareness Ladder?
  February 3, 2012
• What’s the biggest issue you’re dealing with right now?
  January 26, 2012
• Your Signup Form is Hurting Your Free Trial Conversions!
  January 10, 2012
• How to Offer Both Freemium and Free Trials
  January 9, 2012
• SaaS Customer Retention: The Secret to Reducing your Churn Rate
  January 4, 2012
• What’s Your Biggest Challenge in 2012?
  December 30, 2011
• Average Free Trial Conversion Rates… and why they don’t matter
  December 28, 2011
• What’s the Ideal SaaS Free Trial Length?
  December 27, 2011
• Year-End Free Trial Conversion Ideas
  December 26, 2011
• Freemium isn’t just for “Startups with Nothing to Lose”
  December 25, 2011
• Classical Freemium Doesn’t Exist At Scale
  December 25, 2011
• SaaS Free Trials: Common Problems with Sign-up Forms
  December 22, 2011
• Focus on People, not Features, in 2012 (Happy Holidays!)
  December 21, 2011
• The Free Trial Secrets of 100’s of SaaS vendors… just for you
  December 20, 2011
• SaaS & Web Apps: Optimize Your Pricing Page for 2012
  December 18, 2011
• SaaS Customer Success Experts Resource Guide
  November 20, 2011
• SaaS Freemium Model Resource Guide
  November 20, 2011
• The 7 Secrets to DOMINATING Your Free Trials
  November 11, 2011
• Web App Pricing: How To Avoid the Commodity Trap
  October 10, 2011
• Can You Answer These 15 Questions About Your Free Trial?
  October 4, 2011
• Stop Obsessing About Your Competitors
  September 28, 2011
• Competitor Pricing… Does It Matter?
  September 19, 2011
• Price Objections are Value Objections
  September 14, 2011
• Wait… You Actually WANT to Be Average?
  September 6, 2011
• Offer a Free Trial of your Web App? Don’t EVER do this…
  August 31, 2011
• The SECRET to $1M ARR in 6 Months is 9 Customers
  August 30, 2011
• My EVIL Method to Reduce SaaS Churn
  August 26, 2011
• SaaS Affiliate Marketing: Your Virtual Salesforce
  August 24, 2011
• There are 7 Types of Freemium and Why That Matters…
  August 23, 2011
• Why OfficeDrop Went Freemium… and how Mobile Apps forced their hand
  August 19, 2011
• Copywriting for Geeks Author Marc-Andre Cournoyer Teaches You How to Sell Your App
  August 16, 2011
• Assistly Marketing VP Tells You Why They Dropped Tiered Pricing and Picked Up Freemium
  August 11, 2011
• Web App Sales Funnel: 2 Questions You MUST Answer
  February 17, 2011
• SaaS Customer Success: Technology Will Fail, but Service Must Never
  December 20, 2010
• SaaS Business Model Resource Guide
  December 18, 2010
• SaaS Distribution and Promotion Resource Guide
  December 18, 2010
• SaaS Pricing Model: Value Metrics Are Key
  December 7, 2010
• SaaS Marketing – Web App Pricing Page Review: Salesforce.com
  November 15, 2010
• Your Revenue Crutch is Killing Your SaaS Startup
  November 12, 2010
• 37Signals Caught Treating SaaS Pricing Page like a Marketing Page
  November 1, 2010
• SaaS Growth Hacking Experts Resource Guide
  October 5, 2010
• SaaS Free Trial: Feature or Time-Limited?
  October 5, 2010
• Web Apps use Customer Support to Increase Revenue
  October 4, 2010
• Does Goldilocks Pricing Work for SaaS?
  September 15, 2010
• As SaaS Matures, so will SaaS Pricing
  June 21, 2010
• 5 SaaS Pricing Mistakes to Avoid
  June 11, 2010
• SaaS Pricing: Please Learn From the Zendesk Fiasco
  May 18, 2010
• Cloud Acquisitions Create New Opportunities
  May 12, 2010
• SaaS Distribution: Time to Change the Channel
  May 12, 2010
• SaaS, Web Apps, or Just ‘Apps’?
  April 20, 2010
• SaaS Pricing: Commodity Metrics and the $240 GB
  March 31, 2010
• SaaS Pricing: Versioning for Market Segments
  March 5, 2010
• Free Trial Success Secret #7: The Four Phases of a Free Trial
  February 16, 2010
• Free Trial Success Secret #6: Perfect Free Trial Length
  February 16, 2010
• Free Trial Success Secret #5: Credit Cards are a Red Herring
  February 16, 2010
• Free Trial Success Secret #4: Measure the Right Things
  February 16, 2010
• Free Trial Success Secret #3: Stop Confusing Freemium and Free Trials
  February 16, 2010
• Free Trial Success Secret #2: Get Your Product to Sell Itself
  February 16, 2010
• Free Trial Success Secret #1: No More Evaluations
  February 16, 2010
• 7 Secrets to Increasing Conversions
  February 13, 2010
• [Replay] 7 Secrets to Increasing Conversions with Free Trials
  January 25, 2010
• [Replay] 7 Secrets to Increasing Conversions with Free Trials
  January 22, 2010
• SaaS Network Effect: Companies Should Exploit Aggregate Data
  September 21, 2009
• SaaS Business Model – You Break It, You Buy It
  September 17, 2009
• SaaS Business Model is About Rules, Not Exceptions
  September 16, 2009
• SaaS Success Requires Dropping the Legacy Baggage
  August 26, 2009
• SaaS Companies Should Learn from Netflix
  May 19, 2009
• ASP vs SaaS – What’s the difference?
  May 12, 2009
• The SaaS Single-Tenancy vs. Multi-Tenancy Debate
  April 14, 2009
• Actionable Business Intelligence at your fingertips
  October 18, 2007
• Fallout from Enterprise SaaS Series
  March 10, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Overview and Part 4
  March 9, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 3
  March 9, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 2
  March 7, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 1
  March 6, 2007