Next-Gen Customer Success - Reengineering Revenue

Make Your Customer Success Function A Profit And Loyalty Center

According to Esteban Kolsky’s survey, 67% of custom churn is preventable if customer issues are solved at the first engagement. After all, exponential growth isn’t just about finding new customers — it’s also about retaining your existing ones.

That’s where customer success management (CSM) comes in. By making sure your customers are getting the most out of your services, they’re more likely to stay on board or upgrade.

That’s the power of a good CSM strategy. By lowering your churn rate and increasing your retention, CSM gives you a predictable, growing revenue stream.

Brett Martin is one of the most productive sales pros I’ve worked with. He just has a beautiful way of listening to senior management, identifying exactly the right business problem, and then crafting an elegant sales solution. Fast.

Brett Fox, Former CEO at Touchstone Semiconductor, Author, Raised $100 M from investors

Boost Adoption

One key customer success metric is adoption; that is, to what extent your customers use your services:

A low adoption user engages with services very little or not at all. They bought it, never really interacted with it, and now, as a result, they’re unlikely to renew their contract.

A high adoption user interacts with your services but not enough to achieve their long-term goals. They still aren’t aware of the full potential of your offerings and may not renew their contract.

An effective adoption user frequently uses your services and, as a result, they achieve their goals. Not only will they renew their contract, but they might consider upgrading to get even more value from your business.

The goal of CSM is to turn more of your customers into effective adopters.


By reconnecting customers with your value experience, CSM unlocks a stable, baked-in customer base with predictable revenue. That means you can experience exponential growth by:

  • Minimizing your churn rate
  • Maximizing customer retention
  • Driving loyalty and upgrades

…for every existing and new customer who comes your way.

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