be different
Watch what everyone else does, then do the opposite.
differentiating customer success
Customer success could use a perception upgrade.
gall's principle and health scores
Ditch the health score and do this.
status quo bias
Tim Riesterer has built his career helping companies apply decision science to
Churn is a reflection on the company (not the CSM)
More often than not, churn is a reflection on company strategy. Not
Customer for life
I used to think a ‘customer for life’ was a company that
New csms
New to customer success?
Here are a few tips I shared with
Retention questions
CS teams: Want to improve your renewal and retention rates?
Start asking
Net = gross + expansion
Net retention is the hotness right now. But don’t forget, it