by Abby Hammer | Jan 27, 2017 | Customer Feedback, Customer-Centricity, Metrics
Today’s Churn Fighting Focus is about the importance of understanding your customers’ desired outcomes. Why is this so critical? Because as the mystical, metaphorical genius that is the Cheshire Cat tell us, if you don’t know where you want to...
by Abby Hammer | Jan 19, 2017 | Engagement, Metrics, Team Strategy
When someone mentions Quarterly Business Reviews (QBRs), as Customer Success professionals we typically think of the reviews we do with our own customers, where we recap recent successes, define future goals and strengthen our relationships with key...
by Abby Hammer | Jan 12, 2017 | Churn, Expansion
Today we are going to explore one of the biggest – and yet least talked about – misconceptions around Customer Success: that you can effectively offset churn with upsells. This misconception starts with basic math; if you lose X dollars when a...
by Abby Hammer | Jan 5, 2017 | Churn, Customer Experience, Expansion, Industry News/Trends
As we enter 2017, what trends are shaping how companies are treating Customer Experience (CX)? What obstacles, challenges or blind spots will Customer Success, Marketing and Customer Support leaders likely run into when trying to improve CX? And, how can they do CX...
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