by Abby Hammer | Feb 23, 2017 | Churn, Customer Success Strategy
In the battle against churn, knowledge is power. As such, we devote copious amounts of time to capturing and assessing reasons for churn, from both the customer’s perspective and from our own internal perspective. We call cancelled customers, we send...
by Abby Hammer | Feb 16, 2017 | Customer Loyalty, Customer Success Strategy
At some point, professionally and/or personally, we have all been through a breakup. And as part of that experience, many of us have probably either uttered or received the classic breakup line: “It’s not you, it’s me.” Undoubtedly this line...
by Abby Hammer | Feb 9, 2017 | Churn, Customer Success Strategy
In 2003, Discovery Channel launched a new show with a simple but brilliant premise: are the myths we overwhelmingly accept as true – despite clear and/or personal evidence to support this thinking – actually true? MythBusters used elements of the...
by Abby Hammer | Feb 2, 2017 | Customer Feedback, Expansion, Team Strategy
We’ve all heard the driving mantra behind Customer Success: it’s cheaper to keep an existing customer than it is to acquire a new customer. In fact, according to Harvard Business Review, it is 5 to 25 times more expensive to acquire a new customer, a...
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