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.
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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...
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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...
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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...
340
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
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
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
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...
790
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...
60
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....
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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
Martin Kaufman
- Apr 13, 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...
1530
Martin Kaufman
- Apr 5, 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...
160
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
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
Martin Kaufman
- Feb 17, 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.
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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.
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