Retention - not only does it make companies - but it also quietly breaks them. Sadly, retention often gets de-prioritized among other go to market strategies. Brian Balfour of Reforge is here to make sure you don't make the same mistake.
It’s great to understand how companies account for the overhead of Customer Success, but Customer Success leaders often ask "what should my Customer Success costs actually be?" Scott Golden of Gainsight takes a look at the cost of a CS organization in relation to the dollar value of the customer base.
Raise your hand if you've ever been surprised by a cancellation because an exec you didn't know pulled the plug? Kristen Hayer of The Customer Success League (via ChurnZero) wants to make sure we are equipped to foster those exec relationships so we don't get caught off guard.
Jennifer Hubauer of Userlane has 5 areas you can evaluate your CS efforts against to ensure you are getting the most out of your retention efforts.
In Other News: $14 million for a chicken sounds a little high....However, in Venezuela, hyperinflation has made this the current reality.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at email@example.com!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA