Markus Rentsch

The quality of the customers you get to work with is decisive for your success or failure. I haven't met more than a han...

Dear fellow CS addicts,I'm thrilled to announce that the next chapter is upon us. In 7 days I will move on from Patreon...

1. Have How are your customers doing work now and how did it look before? None enjoys cumbersome and tedious processes e...

Post content for Demonstrating Value

Most QBRs are done poorly. They are one-sided presentations of metrics customers could not care less about. Your custome...

It’s extremely rare among companies with a high churn rate that there’s a single source of it. Quite often, it’s a mix o...

The 5-Why analysis helps you to uncover the root causes of churn. In the next step, you need to categorize them and assi...

Never settle for the first answer you get when you ask your customers why they are leaving. Because there's a high chanc...

1. Determine Customer Profitability Churn and Customer Retention are not black and white. There's good churn and bad cus...

The next step after detecting potential churn risks the next step is to evaluate them in terms of probability and severi...

Life in CSM would be easy if all churn, despite it being painful, came from customers who sent obvious signals.

Let's do a quick recap: Your customers purchase your product to increase their growth, profit, productivity, etc. They w...

The technology is not your customers' bottleneck. What limits their success are their skills and knowledge. If they don'...

To accomplish a >90% customer retention rate you need an equally high success rate. Your success rate is measured by...

1. Hypothesis Start with an idea based on your observations and experiences. In the most simple case, there's a question...