Articles

The Touchpoint Tax

The Touchpoint Tax “Just checking in” is the most expensive phrase in customer success. Every time a CSM sends that email, they’re spending relational capital…

The Churn Autopsy

The Churn Autopsy “Lack of adoption” isn’t a churn reason. It’s a confession. Pull up your CRM and filter for the accounts you lost in the last 12 months. Look…

The QBR Is Dead. The Value Proof Conversation Takes Its Place

The QBR Is Dead. The Value Proof Conversation Takes Its Place. The traditional QBR is dead. The strategic conversation with your customer is not. Think back to…