The 4-Step Onboarding Framework That Turns New Users into Lifelong Customers
A simple, 4-step onboarding framework (D.E.A.R.) that helps SaaS startups turn new users into loyal customers—without needing a big CS team. Learn how to define success, enable quick wins, track progress, and review for growth.
Why Broken Onboarding Is Costing You Customers (and How to Fix It Fast)
Losing users after sign-up? The real problem might not be your product—it’s your onboarding. Learn why broken onboarding silently kills retention and how to fix it fast with a proven, outcome-driven framework.
Mastering the Tough Conversations: How Top Performers Handle Angry Clients Without Losing Control (or the Relationship)
One of many tough calls I had just a few days ago involved a very frustrated client who outright refused
Why Early-Stage SaaS Startups Fail at Customer Retention (and How to Fix It)
Early-stage SaaS startups often lose customers without knowing why. This article reveals the silent churn problem and how simple customer success strategies can fix it.
The First 90 Days: Building Your 90-Day Success Plan for CSM
A proven 90-day blueprint for Customer Success Managers to build trust, drive adoption, and set the stage for long-term client retention.
The First 90 Days: Pre-Onboarding - Setting the Stage for Success
The client journey begins before onboarding. Learn how to use the pre-onboarding phase to build momentum, confidence, and trust—so your clients start strong and stay engaged.
The First 90 Days: How to Optimize Customer Onboarding for Success
Onboarding isn't just about using the product—it's about delivering success. Discover how to optimize the first 90 days for loyalty and retention.
