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Journal

Category: Customer Value

B2B SaaS
Always Bring Value
Our guest author, Damien Howley, (VP, Customer Success for Passport) shares with us the value-relationship matrix that he brings to his customer success teams. This concept has led to rapid net retention growth and keeps his team focused on "Always Bringing Value" to the customer. Learn More ›
By Jay Nathan
Churn
Dig deeper to understand customer churn
Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Learn More ›
By Jay Nathan
Customer Success
Are you giving customers tools when they need solutions?
Service in the on-demand economy is not about responding when a user reports a problem; it’s about being there in advance to teach users how to get value from your product. Learn More ›
By Jay Nathan

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