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Churn
While working with a new customer recently, I found a great example of the value of customer segmentation. The CEO hired me because he knew their churn rate was bad. He realized the 3.2% monthly average churn rate resulted in 38% of their customers leaving each year. Some companies don’t realize this annual loss of...
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With the summer road repair season in full swing, I see warning signs and construction cones on just about every street I drive. In June my family escaped on a long summer road trip from Colorado to California and we bet on the number of constructions zones that would slow us down. I lost. This...
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What is Customer Success Management (CSM)? Lincoln Murphy said it best by explaining it is “a proactive, holistic, and organization-level approach that leverages technology and real-time visibility into customer health to ensure your customers… continually and increasingly receive value from your product over the course of their lifetime as a customer.” In other words, CSM...
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