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Qualitative vs. Quantitative Risk: What You Need to Know
Does your risk score actually drive action, or is it just a number on a dashboard? Customer success (CS) teams often rely heavily on risk scores to identify at-risk customers and …
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 …