This episode reviews an article from Topline Strategy that demonstrates why CSM’s only have so much control over churn and customer attrition. The reasons may surprise you!

Is a Customer Success Manager 100% Responsible for Retention?

Building a consistent customer success practice is something I believe differentiates a growing company from a thriving company and that customer advocacy isn't only about building attitudinal loyalty, it's about doing the right thing for your customer in order for them to meet or exceed their desired outcome. Hi, I'm Tom Connery. Talking Customer Success was created to promote the value of customer success within the enterprise and small business.

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Is a Customer Success Manager 100% Responsible for Retention?

Is a Customer Success Manager 100% Responsible for Retention?