Customer Retention Newsletter - December 2020

December 2020 Newsletter

Something for Everyone

Are you responsible for customer retention and growth? Great news! The December 2020 Infinipoint newsletter brings insights and resources to help you on the journey.

December closes out what’s likely the most unique and challenging year of your professional life. January 2020’s fresh start and unbridled optimism soon gave way to an overlapping parade of unprecedented events. But one foot in front of the other we make our way toward a new year and new opportunities.

This edition of the Infinipoint Newsletter focuses on thoughts, resources, and events to help us launch into the year ahead.


2 Minute Take: The Customer Retention Formula Are you doing everything you can to influence each individual customer toward a “Heck, Yes!” retention decision? Understanding your control of the four formula factors is an easy way to make immediate progress.


Feature Article: Planning for a Successful 2021 Planning is a complex proposition right now. But no matter where you’re at a few simple steps in December will help your 2021 planning and execution. Read the full article here

Planning for a Successful 2021

You can get there from matter where you are starting from.

It’s that time of year again! When most of us plan for the upcoming year and beyond. But what does this look like in the midst of the most ambiguous operating environment most of us have ever known? The best advice I’ve heard on the topic is attributed to Dwight D. Eisenhower who purportedly said “Plans are worthless, but planning is everything.”...


News, Events, and Good Stuff So many people and companies are doing interesting work to advance our understanding of customer retention mastery. My December recommendations are the tip of the iceberg.

  1. Customer Centricity World Series - this May 2021 event showcases what leaders from around the world are doing to create successful customers and therefore successful businesses. There are more than a dozen awards up for grabs! Whether applying for award recognition or attending to simply learn from legitimate world-class organizations, this event is a winner. And, simply applying has real-world benefits too.

  2. B2B SaaS Retention Benchmarks - The team at SaaS Capital puts out some of the best retention benchmarking data and reporting. I especially appreciate their consistent focus on connecting SaaS operations, like retention, with company performance and valuation.

  3. Creating Your CX Team - I appreciate how Laura Frazer of Frazer Tremble (FT) Executive describes the unique functions of CX team members in this article. It’s clear that while CX and CS (customer success) have some skill and role overlap, they are not synonymous.

  4. CX Chronicles - perhaps someday I’ll highlight my favorite episodes from Adrian Brady-Cesana’s CX Chronicles podcast. But if you head over to the archive of 100+ interviews with CX, CS, and Growth leaders you’ll easily find your own favorites.


Wrapping Up We’re finally in the home-stretch of 2020. Although we can’t predict the future, we can prepare for it. I hope these resources give you a bit of a head start. Have a wonderful and safe holiday season until we meet/speak again. If you have suggestions or requests for future newsletter content--2 Minute Take, Articles, Case Studies, or Events & Announcements, contact me at and let’s get the ball rolling.

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