Most companies dread complaints. But the truth is, complaints are a gift. When handled the right way, they don’t just prevent churn —...

One-size-fits-all strategies rarely work in client success. Customers vary widely in needs, usage patterns, and growth potential. That’s...

In client success, it’s not just what you deliver but how fast you deliver it that counts. Time to Value (TTV) measures how quickly your...

Customer churn kills growth. Every lost client means lost revenue, wasted acquisition costs, and a hit to your reputation. But here’s the...

Less slides. More value. No one’s falling asleep. Quarterly Business Reviews (QBRs) often miss the mark. They turn into monologues. Or...