by You Mon Tsang | Aug 28, 2015 | Metrics
The stock market last week, oh my. The good news for advisers is that you can focus on customer service! The folks at Fisher Investment believe in making sure you offer multiple touch points for customers: some want face-to-face contact, others prefer the phone...
by You Mon Tsang | Aug 21, 2015 | Technology
OK, this feels like a”no s**t, Sherlock” pronouncement. But, hey, we’ve got numbers! In customer retention, companies that invest in tech do 50% better. The tech budget for customer success teams lags its importance in the success of the...
by You Mon Tsang | Aug 13, 2015 | Customer Success Strategy, Expansion
“Platform leakage” really hurt Homejoy Homejoy, which offered on-demand home services (think Uber for house cleaning!), shut down recently. And while there were a bunch of reasons for that, this article talked a bit about “platform...
by You Mon Tsang | Aug 4, 2015 | Company News
Starting a new business is no easy matter (even if this is not your first one) . But it is easier if you have a mission that you feel strongly about. ChurnZero is our (Mark Heys and You Mon Tsang) new company. And it is born out of real pain that we experienced:...
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