In the world of B2B sales, “No” is a gift. It’s “Maybe” that kills you. We’ve all experienced the “Perfect Demo.” The prospect is engaged. They nod. They say, “This
How marketing agencies can detect expansion opportunities months earlier Sometimes agency owners see churn coming. Sometimes they do not. But the frustration we hear most often from agency leaders is
No, Sales is not reporting to CS. But something fundamental is shifting. CS teams are getting GRR quotas.CSQLs are becoming formal pipeline metrics.Retention is no longer a hygiene KPI. And
Customer retention is one of the most important growth drivers in any business. Yet many companies only understand it at the metric level. They track it. They report it. They
Churn in coaching and training companies rarely appears as a sudden event. In most cases, it begins forming three to six months before a contract ends, not through open conflict,
(A reflection on patterns we’ve observed in coaching & training organizations) Over the past four years, in working with coaching and training businesses, we kept noticing the same thing: Customer
Every executive has heard it. “We love working with you. But due to budget constraints, we’ve decided not to renew.” It sounds reasonable.It sounds external.It sounds uncontrollable. But in most
I’m a KPI Black Belt, so I’ll keep this grounded and operational. These are the KPIs I’d want in any marketing company that wants to prevent churn instead of explaining
There’s a sentence I’ve been hearing a lot lately. “Retention just happens naturally.” And I get it. I genuinely do. When customer satisfaction is high, delivery is strong, and clients
Six Things About B2B Customer Relationships I Wish I Had Seen Earlier During the New Year’s break I had a few long conversations with other entrepreneurs.Not about plans or targets.Mostly
