Customer Retention Episodes

Bob London, CEO of Radically Authentic Discovery and the father of the UBR, sits down with Dillon and they chop it up about the value of CSM's who used to be users and what Twilio's most recent layoff news might …

Jean-Pierre “JP” Frost is a relative newcomer to the Customer Success world, but has already proven his worth as a contributor to the community with gigs as co-host of CS Insider’s CS Speed Mixer as well as the brand new …

Ed Powers, engineer by training and reformed salesman, joins the pod to discuss the science of how humans categorize experiences and make decisions, and how it is that Customer Success practitioners can use this knowledge to their advantage.

Markus Rentsch, the CS meme king, spends some time with us to wrap up the week that was, including why the QBR is so misused and misunderstood, the fate of ROI as a metric, and how CS has lost its …

Shari Srebnick brings over a decade of CS experience to the pod to wrap up the week that was, including why focusing on expansion begets retention, a discussion on customer profitability, as well as a much-needed mental health checkpoint.

Ali Cudby, author of the book "Keep Your Customers" and founder of both CXology and Alignmint for Growth, joins Dillon off the clock to play a little Cruise Control, talk BS in CS, and share a story about the time …

Maranda Dziekonski, SVP of Customer Success at HourWork, joins Dillon to wrap up the week that was in Customer Success!