Martin KaufmanJun 7, 20211 minWho 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.
Martin KaufmanFeb 25, 20211 minHiring Great CSMs - 3 CharacteristicsThree characteristics separate amazing CSMs from the rest of the pack. This 2-Minute Take discusses all three and how to identify them...
Martin KaufmanFeb 3, 20213 minCustomer Retention Newsletter - February 2021February 2021 Newsletter Customer Retention Matters...A Lot The February Infinipoint newsletter focuses on the top-line and bottom-line...
Martin KaufmanFeb 3, 20212 minCustomer Retention Newsletter - December 2020December 2020 Newsletter Something for Everyone Are you responsible for customer retention and growth? Great news! The December 2020...
Martin KaufmanJan 22, 20211 minRetention Drives Growth + ProfitabilityThis 2 Minute Take details how obsessing about customer retention may be the single most influential path to achieving winning growth and...
Martin KaufmanDec 2, 20201 minHow Customer Retention Leaders Navigated 2020 and CV-19Customer 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...
Martin KaufmanDec 2, 20203 minA Successful 2021 Requires Planning in 2020You 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...
Martin KaufmanDec 2, 20203 minAward-Winning CX...LiterallyA Look at What Sets CX Award Winners Apart Winner, Winner, Chicken Dinner! We all like to think we run “world-class” or “award-winning”...
Martin KaufmanDec 2, 20204 minCX for Professional Services - When Product is ExpertiseI 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...
Martin KaufmanDec 2, 20203 minNavigating 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...
Martin KaufmanDec 2, 20202 minThe Future! Stop Predicting...Start PreparingIf you're like most performance-oriented organizations you likely spend some time and resources trying to predict the future. Stop....
Martin KaufmanDec 2, 20201 min2 Minute Take - The Customer Retention FormulaThe 2MT video provides an easy-to-use formula to understand (and influence) the individual customer's retention decision.
Martin KaufmanApr 14, 20205 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...
Martin KaufmanApr 6, 20201 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 24, 20202 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 27, 20205 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 18, 20206 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 12, 20204 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.