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    Who Owns the Custome Relationship?
    Martin Kaufman
    • Jun 7, 2021
    • 1 min

    Who Owns the Custome Relationship?

    The great debate! This 2MT gives my definitive answer...and an easy way to get us out of the dangerous "client ownership" mindset.
    90
    Hiring Great CSMs - 3 Characteristics
    Martin Kaufman
    • Feb 25, 2021
    • 1 min

    Hiring Great CSMs - 3 Characteristics

    Three characteristics separate amazing CSMs from the rest of the pack. This 2-Minute Take discusses all three and how to identify them...
    450
    Martin Kaufman
    • Feb 3, 2021
    • 3 min

    Customer Retention Newsletter - February 2021

    February 2021 Newsletter Customer Retention Matters...A Lot The February Infinipoint newsletter focuses on the top-line and bottom-line...
    14
    Martin Kaufman
    • Feb 3, 2021
    • 2 min

    Customer Retention Newsletter - December 2020

    December 2020 Newsletter Something for Everyone Are you responsible for customer retention and growth? Great news! The December 2020...
    11
    Retention Drives Growth + Profitability
    Martin Kaufman
    • Jan 22, 2021
    • 1 min

    Retention Drives Growth + Profitability

    This 2 Minute Take details how obsessing about customer retention may be the single most influential path to achieving winning growth and...
    330
    How Customer Retention Leaders Navigated 2020 and CV-19
    Martin Kaufman
    • Dec 2, 2020
    • 1 min

    How Customer Retention Leaders Navigated 2020 and CV-19

    Customer Retention in the time of COVID-19. 2020 in review. Until a larger firm does a big study here are 3 insights from nine diverse...
    200
    A Successful 2021 Requires Planning in 2020
    Martin Kaufman
    • Dec 2, 2020
    • 3 min

    A Successful 2021 Requires Planning in 2020

    You can get there from here...no matter where you are starting from. It’s that time of year again! When most of us plan for the upcoming...
    230
    Award-Winning CX...Literally
    Martin Kaufman
    • Dec 2, 2020
    • 3 min

    Award-Winning CX...Literally

    A Look at What Sets CX Award Winners Apart Winner, Winner, Chicken Dinner! We all like to think we run “world-class” or “award-winning”...
    80
    CX for Professional Services - When Product is Expertise
    Martin Kaufman
    • Dec 2, 2020
    • 4 min

    CX for Professional Services - When Product is Expertise

    I was catching up with a friend from college about life, work, and everything in between. In the course of my elevator pitch on what I’m...
    520
    Navigating a Graceful Customer Exit
    Martin Kaufman
    • Dec 2, 2020
    • 3 min

    Navigating a Graceful Customer Exit

    “Our customers are disappearing and we’re not sure when they’ll be back. If ever.” I expected to have these conversations with friends...
    50
    The Future! Stop Predicting...Start Preparing
    Martin Kaufman
    • Dec 2, 2020
    • 2 min

    The Future! Stop Predicting...Start Preparing

    If you're like most performance-oriented organizations you likely spend some time and resources trying to predict the future. Stop....
    80
    2 Minute Take - The Customer Retention Formula
    Martin Kaufman
    • Dec 2, 2020
    • 1 min

    2 Minute Take - The Customer Retention Formula

    The 2MT video provides an easy-to-use formula to understand (and influence) the individual customer's retention decision.
    320
    Customer Success + Marketing: Collaborating for Customer Outcomes
    Martin Kaufman
    • Apr 14, 2020
    • 5 min

    Customer Success + Marketing: Collaborating for Customer Outcomes

    It’s difficult to define the ideal relationship between Success and Marketing. This is because Success and Marketing don’t have one...
    1510
    Throwing Starfish - A CS Approach to COVID-19
    Martin Kaufman
    • Apr 6, 2020
    • 1 min

    Throwing Starfish - A CS Approach to COVID-19

    My conversations with Customer Experience and Customer Success leaders these days all arrive at a sad truth--our customers' needs exceed...
    130
    Productive Customer Success in Times of Turmoil
    Martin Kaufman
    • Mar 24, 2020
    • 2 min

    Productive Customer Success in Times of Turmoil

    The week of March 16, 2020 I solicited feedback from various CS communities across LinkedIn, the DC CS scene, and my personal network to...
    130
    Master Customer Retention by Understanding Your Product
    Martin Kaufman
    • Feb 27, 2020
    • 5 min

    Master Customer Retention by Understanding Your Product

    Quick Hits Understanding your customers’ POV of your product complexity and its value to their operations informs your retention strategy...
    160
    Customers Inform Your Retention Strategy (but you're probably doing it wrong!)
    Martin Kaufman
    • Feb 18, 2020
    • 6 min

    Customers 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.
    60
    3 Areas that Inform Your Customer Retention Strategy
    Martin Kaufman
    • Jan 12, 2020
    • 4 min

    3 Areas that Inform Your Customer Retention Strategy

    If you want to master Retention you need to understand your customers, your product, your teams, and how they all fit together.
    340
    • All Posts (18) 18 posts
    • 2MTs (4) 4 posts
    • Leadership (13) 13 posts
    • Retention Strategy (6) 6 posts
    • CX (6) 6 posts
    • Planning (4) 4 posts
    • Newsletter Archive (2) 2 posts

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