Read the book
Read the book
Essays on strategic customer success, retention, and running post-sale like a system — the thinking behind the book.
New here? Start with the two cornerstones: What Is Strategic Customer Success? and What Is a Customer Retention Strategy?.
Before the sale, revenue is visible. After it, the picture blurs. The problem isn't that existing-customer revenue is invisible, it's that the progression producing it is.
Read →
Pull your last few churned accounts and work backward. The problem usually started long before usage dropped or the health score turned red. Proactive means managing what has to go right.
Read →
You ask for another CSM and the conversation turns to benchmarks built for somebody else's business. But a ratio tells you how the work was distributed, not how much work exists.
Read →
Every major purchase has a champion's name attached to it. Renewal doesn't create the evidence that they chose right. It reveals how much you've built.
Read →
A QBR with nothing new to say. A health score stuck on green while an account quietly stalls. Different problems, or symptoms of the same missing system?
Read →
Years ago I joined a bootstrapped company with months of runway left. Results arrived in month eight. Customers left in month seven. So I mapped everything.
Read →
I once sat on the buying side of an $18 million implementation. It was our third attempt. The proposal won the deal, but the first 90 days decided everything.
Read →
Calming the chaos post-sale is crucial for sustaining long-term customer loyalty. Identifying and addressing loyalty blockers, obstacles that hinder customer allegiance, ensures a
Read →
In the dynamic realm of business, where customer preferences and market trends evolve at an accelerated pace, one thing remains constant: the irreplaceable role of trust. When it c
Read →
In today’s rapidly evolving business landscape, customer success has become more than just a buzzword. A critical strategy can make or break a company’s reputation and
Read →
Being strategic isn't better QBRs or more executive meetings. It's the deliberate management of customer progression toward the outcomes that justified the purchase. Here's the framework.
Read →
I have spent time in the startup world as a leader and consultant. The reality is that many companies tap out before they get an opportunity to scale, and entrepreneurs well unders
Read →
Companies love to boast about their “sales-driven culture.” What do they mean by “sales-driven culture?” Generally, it means focusing your company’s customer experience framework o
Read →
Tracking churn and health scores isn't a retention strategy. Retention is designed throughout the relationship, so renewal becomes the logical next decision. Here's the framework.
Read →