customer retention

Customer success isn’t an add-on – Start early to win later

Customer Success needs to be structured to scale. And it needs to be top-of-mind from day one. Here is a look at the data and strategic rationale for launching CS early in a startup’s growth to...

6 steps to reduce churn for high-volume subscription companies

Your customers don’t really want to cancel. At least, not all of them. Between 15 and 30 percent of customers leave for reasons that are within your control. Tapping into these customers...