We unpack a “sure thing” renewal that fell apart, the hidden decision makers who swung the outcome, and why quiet QBRs signal danger. We also break down a high-stakes implementation sold ahead of product readiness and how disciplined alignment turned risk into long-term trust.

• mapping influence beyond the budget owner
• spotting engagement drop-offs as churn signals
• asking hard questions in QBRs to test intent
• coordinating sales and CS on renewals and expansions
• managing design-partner projects without overpromising
• qualifying ICP to control cost to serve
• running post-mortems that change behavior
• building a learning mindset across teams
• book recommendations for CS leaders

If you got some value from this conversation, hit subscribe, leave a rating and review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way
And if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter

🎙️ Guest: Guy Galon
Chief Customer Success & Revenue Leader at Obrela

📣 Connect with Guy:

LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ 

Website & newsletter: https://www.thecscycle.com/ 

🔥 Topics Covered:
🟣 Lessons from a missed renewal: reading signals, engaging all decision-makers, and learning from churn
🟣 Selling to the wrong customer: how early alignment on ICP and expectations saves resources
🟣 Collaborating with sales, product, and other teams to deliver long-term customer value
🟣 Importance of post-mortems to identify gaps and improve processes
🟣 Continuous learning: soft skills, asking the right questions, and reflection

📚 Resources Mentioned:
🟣 Atomic Habits  — https://www.amazon.com/Atomic-Habits-Proven-Build-Break/ 

🟣Built to Last - https://www.amazon.com/Built-Last-Successful-Visionary-Essentials/ 

🟣The Startup of You - https://www.amazon.com/Start-up-You-Future-Yourself-Transform/ 

🟣Surrounded by Idiots - https://www.amazon.com/Surrounded-Idiots-Revised-Expanded-Effectively/ 

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fit. Along the way, we count the real cost to serve and explain why some logos deserve a respectful no.

• sales and CS alignment around goals, metrics, and roles
• lean handoffs with internal kickoff and joint success plans
• multithreading the retention group beyond the buyer
• measuring cost to serve against ARR and CAC recovery
• recognizing bad-fit customers and when to walk away
• replacing heroics with repeatable processes and enablement
• integrated tools and shared insights across CRM and CSP
• learning paths and resources for strategic CSM growth

If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.
Check out JoeDoesTechTouch.com and subscribe to our newsletter.

🎙️ Guest: Shari Srebnick
Customer Success leader with 10+ years of experience

📣 Find Shari:
LinkedIn: https://www.linkedin.com/in/sharisrebnick/ 

🔥 Topics Covered:
🟣 A chaotic “drop-the-mic” deal and what it teaches about sales–CS alignment
🟣 Why single-threaded deals and poor handoffs hurt time-to-value and churn risk
🟣 How to escalate issues without finger-pointing
🟣 Redesigning handoffs and internal kickoffs for stronger account plans
🟣 When heroics hide deeper ICP or strategy problems
🟣 Multi-threading post-sale and engaging the right contacts
🟣 Understanding cost to serve, CAC, and profitable vs. unprofitable accounts
🟣 Shared enablement between Sales and CS

📚 Resources Mentioned:
🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/

🟣Multipliers - https://www.amazon.com/s?k=Multipliers&crid=XALJ7SZ10BK1&sprefix=multiplier%2Caps%2C175&ref=nb_sb_noss_1 

🟣Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact - https://www.amazon.com/Impact-Players-Take-Bigger-Multiply/ 

🟣Lean Analytics: Use Data to Build a Better Startup Faster -

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We unpack how saying yes too fast derails outcomes and how visible boundaries make better teams. Lindsey LeFaivre shares hard-won lessons from a 1,500-branching workflow misfire to a delivery-room out-of-office, turning mistakes into practical leadership habits.

• discovery before commitment on complex requests
• validation of true customer needs and success metrics
• small-team pressure, imposter syndrome, overwork triggers
• rituals for boundaries and recovery during remote work
• non negotiables on the calendar and offline windows
• resource requests as a leadership signal not a weakness
• meeting hygiene, playbooks and focus-time protection
• interviewing for culture and real work-life balance
• community learning and strategic customer success mindset

If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.
For more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter.

🎙️ Guest: Lindsey LeFaivre
Vice President of Customer Success at AchieveIt

📣 Find Lindsey:
LinkedIn: https://www.linkedin.com/in/lindseyingalls/ 

🔥 Topics Covered:
🟣 Why early-career CS professionals struggle to say “no” — and how that leads to burnout
🟣 A real startup story of working 24 straight hours on a customer request that never shipped
🟣 How imposter syndrome drives unhealthy work habits in Customer Success
🟣 The hidden cost of always saying “yes” to customers instead of asking better questions
🟣 Why work-life balance isn’t 50/50 — it comes in seasons and tradeoffs
🟣 Lessons learned from working through maternity leave during COVID
🟣 Why asking for help is a leadership skill — not a weakness
🟣 The importance of setting and communicating non-negotiables (like school pickup time)
🟣 How leaders must model healthy boundaries to give teams permission to do the same
🟣 Why results matter more than hours logged — especially in remote CS teams
🟣 How to evaluate company culture by asking leaders what their work-life balance looks like
🟣 Why Customer Success culture thrives on generosity, transparency, and shared learning

📚 Resources Mentioned:
🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/
🟣 Atlanta Customer Success Community — https://www.atlcs.community/

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trade war stories from diner counters and real estate closings to show how psychology, better playbooks, and value-add concessions defuse escalations and protect renewals. Rob shares Feel–Felt–Found, digital cancellation flows, and why discounts can backfire.

• reframing escalations as signals of product importance
• teaching teams Feel–Felt–Found to de-escalate
• avoiding discount reflex in renewals
• using value-add concessions before price cuts
• building digital cancellation flows that retain
• applying defaults, loss aversion and social proof
• separating usage, adoption, ROI and value
• behavior design lessons from Planet Fitness
• books, tools and journaling for learning loops
• how to contact Rob for frameworks and support

If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's besty along the way.
For more frameworks, tools, automated playbooks, check out Johda'sTechTouch.com and subscribe to our newsletter. That link is in the description.

🎙️ Guest: Rob Zambito
Founder & CEO of Success Scaled Consulting

📣 Find Rob:
LinkedIn: https://www.linkedin.com/in/rob-zambito/ 

🔥 Topics Covered:
🟣 Why customer escalations increase as products become more mission-critical
🟣 Reframing escalations as signals of value — not Customer Success failure
🟣 The danger of positioning CS as the default “escalation department”
🟣 How poor escalation handling unintentionally trains customers to escalate again
🟣 Why discounts are the laziest (and most harmful) concession during escalations
🟣 Using psychology — loss aversion, reciprocity, and defaults — to guide better outcomes
🟣 How the Feel–Felt–Found framework works when used for emotional validation (not deflection)
🟣 The role of executive presence and confidence in high-stakes customer conversations
🟣 Why customers don’t want explanations — they want to feel heard first
🟣 How CS leaders can design escalation paths that protect long-term value, not just short-term peace

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort.

• abrupt shift from named CSMs to pooled model for SMBs
• misaligned sales promises creating a broken handoff
• product-led trial design to reduce high-touch conversion
• capturing use cases and goals during onboarding
• proactive journeys with in-app prompts and time-based triggers
• lead scoring and enrichment to flag high-potential accounts
• applying sales science to expansion and retention
• limits of health scores and importance of multi-threading
• partnering with product on onboarding as a retention lever
• cross-functional KPIs around NRR, GRR, and first six-month retention
• piloting changes in APAC before global rollout
• iterate quickly without waiting for perfect data

If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.
And if you want more frameworks, tools, automated playbooks, check out Johto'sTechTouch.com and subscribe to our newsletter.

🎙️ Guest: Madelyn DePrey
 Global VP of Customer Success at Aircall

📣 Find Madelyn:
 LinkedIn: https://www.linkedin.com/in/madelyn-deprey-29a91642/ 

🔥 Topics Covered:
 🟣 How Aircall transformed 70% of its customer base into a digital-first success model
 🟣 Why digital CS starts at the top of the funnel — not post-sale
 🟣 The risks of moving too fast in a scaled CS rollout (and how to recover)
 🟣 How to apply the science of sales — lead scoring, enrichment & segmentation — to post-sale success
 🟣 Why “perfect data” doesn’t exist and how to execute while still learning
 🟣 Lessons from aligning Product, Sales, and CS around shared KPIs and OKRs
 🟣 How the APAC region became Aircall’s testing ground for digital CS innovation
 🟣 The power of cross-functional empathy and managing up when goals don’t align
 🟣 Why hospitality belongs in tech — inspired by Danny Meyer’s Setting the Table
 🟣 Madelyn’s favorite leadership resource: Kleiner Perkins’ “Grit” podcast

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trace how a CS leader uncovered a flood of fake leads, rebuilt guardrails under investor pressure, and chose ethics over easy money—then connect those lessons to hiring, tooling, and scaling without losing the plot. The stories move from legal lead ops to cannabis lab testing, all through the lens of trust and customer value.

• discovering affiliate-driven fake leads and broken credit policies
• installing KPIs, tools, and training in a headless CS org
• pushing product safeguards and partner governance
• choosing quality over quantity and pricing for value
• handling escalations, lawsuits threats, and investor pressure
• ethics under fire: refusing a $20,000 bribe
• hypergrowth pitfalls: five CEOs in five years
• asking sharper questions before taking a role
• proactive learning and problem-led improvement

If you got some value from this conversation, hit subscribe, leave a rating or review, share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.
And if you want more frameworks, tools, automated playbooks, check out JodasX.com and subscribe to our newsletter.

🎙️ Guest: Jerry Van Vort
 📣 Find Jerry:
 LinkedIn: https://www.linkedin.com/in/jerryjv/ 

🔥 Topics Covered:
 🟣 Lessons from transitioning careers: from winemaking 🍷 to cannabis 🌱 to SaaS
 🟣 Why quality over quantity matters in customer delivery
 🟣 How ethics under pressure (like refusing a $20k bribe) builds long-term trust
 🟣 The chaos of hyper-growth: scaling from 12 → 150 employees in 12 months
 🟣 Surviving 5 CEOs in 5 years and what that taught about leadership resilience
 🟣 Why interviewing a company is just as important as them interviewing you
 🟣 The three questions Jerry always asks before joining a new company
 🟣 The importance of structure: KPIs, compensation fairness, and bringing in outside talent

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across the US and UK. Her stories reveal how understanding each team member's unique motivations and adapting leadership styles across different cultural contexts can transform team performance.

🎙️ Guest: Stephanie Blair
 📣 Find Stephanie:
 LinkedIn: https://www.linkedin.com/in/blairstephanie/
Know & Flourish: https://www.knowandflourish.com/
Substack: https://knowandflourish.substack.com/ 

🔥 Topics Covered:
 🟣 Why career strategy matters just as much as customer strategy
 🟣 The underestimated leadership skills every CSM should be developing
 🟣 How to align personal growth with company growth without burning out
 🟣 The importance of intentionality in career moves and leadership development
 🟣 Why influencing up is critical for CSMs who want to lead with impact
 🟣 The role of vulnerability and connection in effective leadership (inspired by Brené Brown)

📚 Resources & Mentions:

The Five Dysfunctions of a Team – Patrick Lencioni - https://amzn.to/3VICoST

The Myth of the Nice Girl – Fran Hauser - https://amzn.to/4gM8bfa

Radical Candor – Kim Scott - https://amzn.to/46ESMsA 

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time.

• Competitors view your customers as prime targets since they've already secured budget and demonstrated willingness to invest
• CSMs often operate with less competitive awareness than sales teams, leaving them vulnerable to blindside attacks
• One flagship enterprise account maintained perfect usage while secretly implementing a competitor for an entire year
• Warning signs included missed meetings, vague reassurances, and non-committal responses about renewal intentions
• Customers using competitor-specific terminology ("Alphabet Soup") signals they're engaging with competitive materials
• First-year customers are at highest risk since competitors know exactly when your renewal is approaching
• Some competitors use underhanded tactics like offering free first years with NDAs to prevent head-to-head comparisons
• Drastically cutting prices can backfire, causing prospects to question the value of your solution
• Monitor community forums like Reddit where users anonymously discuss their experiences with various solutions
• When a customer says "you shouldn't be concerned," that's precisely when you should be most concerned

For more resources on customer success, connect with Christy on LinkedIn or visit her website at christyfalt.com where she shares free resources for customer success professionals.

🎙️ Guest: Kristi Faltorusso
 📣 Find Kristi:
 LinkedIn: https://www.linkedin.com/in/kristiserrano/
Website & Newsletter: https://www.kristifaltorusso.com/ 

📚 Resources & Mentions:

• ClientSuccess – https://www.clientsuccess.com
• KristiFaltorusso.com – Newsletter, resources, and CS thought leadership

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports requiring consistent engagement rather than last-minute networking.

• Brad's entrepreneurial journey began with Cincinnati Farmhouse Tables, teaching him valuable business lessons
• Success Panda was born from identifying the need for centralized CS resources and meaningful professional connections
• The platform uses a $2-$4 microtransaction model to ensure both parties have "skin in the game"
• Unlike LinkedIn, Success Panda allows professionals to monetize their knowledge through a marketplace for templates and resources
• Anonymous posting features enable professionals to ask sensitive questions without fear
• Brad's "professionally brush your teeth" analogy highlights the importance of regular career maintenance
• Events, communities, and resource aggregation help provide a one-stop shop for CS professionals
• Mentorship dramatically impacts career trajectory, with 69% of CEOs crediting mentors with helping them make better decisions
• The book "Thinking in Moments" teaches how to engineer peak experiences in customer journeys

Join Success Panda's community for customer success professionals at successpanda.com, or connect with Brad on LinkedIn.

🎙️ Guest: Brad Davis
 📣 Find Brad:
 LinkedIn: https://www.linkedin.com/in/contactbraddavis/

📌 In This Episode:
 Brad Davis joins Joe Di Grande on Customer [Un]Success to share his journey from building farmhouse tables in his Cincinnati garage to founding Success Panda, a platform designed to help Customer Success professionals connect, learn, and grow. From the lessons of running a six-figure side hustle to the vision for a CS marketplace, Brad highlights the scrappy side of entrepreneurship and the systems that turn ideas into impact.

📚 Resources & Mentions:
 Success Panda – Customer Success networking & marketplace: https://successpanda.io/ 

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Greg Daines, CEO of ChurnRx, exposes why heroic customer rescues are actually disaster stories and how focusing on customer satisfaction is often counterproductive to retention.

• Rescue stories are often celebrated in CS culture but indicate systemic failures and rarely result in long-term retention
• Data shows zero correlation between customer satisfaction and retention—happy customers leave at the same rate as unhappy ones
• Customers who experience problems actually stay more than twice as long as those who don't, challenging conventional wisdom
• Early warning signs of churn can be detected in the first customer interaction, often before any obvious signals of trouble
• "Customer bonding" occurs when clients see your company as integral to their success and a source of valuable expertise
• CSMs should use "power statements" to confidently assert expertise rather than making tentative suggestions
• Health scores typically predict churn too late to take effective action—intervention must happen much earlier
• The most effective customer success approach focuses on driving measurable business results rather than satisfaction

For free resources including research data, e-books, and a course on churn, visit gregdaines.com or connect with Greg on LinkedIn: https://www.linkedin.com/in/gregdaines/

Behind the Cloud: The Untold Story of How Salesforce.com Went from Idea to Billion-Dollar Company-and Revolutionized an Industry: https://amzn.to/47JWDXz

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W