I talk to interesting people in the SaaS and customer success space every week. This …
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The pendulum is swinging toward customer retention as a business imperative. Given the pressure on …
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In 2019, my business partner, Jeff, and I launched a podcast called Gain, Grow, Retain. …
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Customer success has a scale problem. A Google search on “customer success playbooks” yields countless …
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In 2009, researchers analyzed 103 million online Texas hold ’em poker hands and made a …
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By now, you probably know my perspective on customer success vs. customer support. They are …
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Have you ever had one of those weeks where everything seemed chaotic and out of …
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I posted on Linkedin this week about how CS teams will benefit from thinking beyond …