Archive
Logo churn counts the customers who leave. Revenue churn and revenue contraction show the value that disappears from the customers who stay. On GRR, NRR, transaction-based revenue and how Customer Success can spot falling revenue in time.
In ongoing and transaction-based customer relationships, a customer may have left long before anyone records churn. How to build a process to find, investigate and handle the customers who simply stop using the service.
When Customer Success succeeds, nothing happens – and what does not happen cannot be counted. On the counterfactual problem, why it makes prevention invisible, and how the effect can still be estimated.
When the customer base and revenue grow every month, the simple churn percentage gives a misleading picture. On choosing the denominator, weighting by time and revenue, cohorts and why new customers pull the average up.
Not every company needs a Customer Success department. On the characteristics that make the discipline important, a simple decision path, and when the right answer is a better product or better onboarding instead.
From Customer Success Specialist to VP Customer Success: what the roles typically involve, how they differ, and why the same title can mean very different things.
The subscription model moved revenue from the sale to the whole customer relationship – and exposed gaps no function covered. On the background to Customer Success and the problems the discipline was established to solve.
When customers are many and small, you cannot give everyone their own account owner. On segmentation, digital customer journeys, behavioural signals, friction and prioritisation in scaled Customer Success.
Strategy, operating model, segmentation, retention, data and leadership: a review of what a Customer Success leader is responsible for – and why the role varies so much.
GRR, NRR, churn, adoption, customer health and unnecessary enquiries: a practical review of how Customer Success can be measured – and why attribution is harder than it looks.
Customer Support and Customer Success overlap, but have different missions, goals and responsibilities. A nuanced review of the differences, the collaboration and why job titles can mislead.
A thorough introduction to Customer Success: what the discipline is about, why it emerged, how it creates value for customers and companies, and why it is organised so differently.
The terms of the field, briefly explained – with formulas where an established calculation exists.
Look up a term
Calculate what churn costs, with open formulas and clear assumptions.
Open the calculator
Sources, corrections and the line between facts, practice and judgement.
Read the principles