Martin KaufmanApr 145 minCustomer Success + Marketing: Collaborating for Customer OutcomesIt’s difficult to define the ideal relationship between Success and Marketing. This is because Success and Marketing don’t have one relat...
Martin KaufmanApr 61 minThrowing Starfish - A CS Approach to COVID-19My conversations with Customer Experience and Customer Success leaders these days all arrive at a sad truth--our customers' needs exceed ...
Martin KaufmanMar 242 minProductive Customer Success in Times of TurmoilThe week of March 16, 2020 I solicited feedback from various CS communities across LinkedIn, the DC CS scene, and my personal network to ...
Martin KaufmanFeb 275 minMaster Customer Retention by Understanding Your ProductQuick Hits Understanding your customers’ POV of your product complexity and its value to their operations informs your retention strategy...
Martin KaufmanFeb 186 minCustomers Inform Your Retention Strategy (but you're probably doing it wrong!)Customers should define your retention strategy but are you doing it right? Probably not.
Martin KaufmanJan 124 min3 Areas that Inform Your Customer Retention StrategyIf you want to master Retention you need to understand your customers, your product, your teams, and how they all fit together.
