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Why doesn’t your company listen to Customer Success? (Data Driven Customer Success)
Why don’t they listen to me!?! The short answer is "Data Driven Customer success" I get asked this by SaaS Customer Success / Customer Retention leaders more times than I can …
Customer Success Leadership
I spoke to over 600 leaders in Customer Success / Customer Retention. Over the course of the next year, 75% of them were no longer in their role. I know many …
10 Steps to roll out Processes CSMs Will Follow & Improve Customer Retention
We can’t talk about new processes or change without reviewing our old friend the Kubler-ross change management curve. The change curve (modeled after the grieving process) is real. EVERYONE goes through …