Churn – Predicting the Customer’s Movie

Churn – Predicting the Customer’s Movie

Churning Renewals Many assume churn happens at renewal time. In reality, customers churn anytime they wish, should their motivation be strong enough. Even if a contract is for 3 years, but paid annually, their ‘perceived risk’ may be the balance of a year. There’s...
Why Customer Success is a Moving Target

Why Customer Success is a Moving Target

A CS Revolution The Customer Success function is in rapid evolution – but is it the ‘revolution’ of all customer-facing roles that’s needed? CX Challenges Attempts at elevating Customer Experience frequently fall short of what customers really value. Advances often...