If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Yet at the business table, it is an important question to ask. We put these two questions to respondents in our...
Losing a customer champion is the single biggest leading predictor of customer churn. “It’s good news and it’s bad news,” says Ali Cudby, founder and CEO of Alignmint Growth Strategies. “It’s good news because it’s a line in the sand. You know when it happens and can...
This is a guest article by Peter Armaly, vice president of Customer Success at ESG, which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt—those forces within...