In this riveting episode, we delve into the world of Customer Success Management (CSM) in an old-school company, told through the lens of a CSM team member grappling with resistance from entrenched account managers. From recounting personal struggles to sharing insights from fellow online commenters, we explore the tension between innovation and tradition. This episode takes listeners on a journey of resilience, as the CSM team strives to prove their worth and integrate into the company, all while facing skepticism and the looming question: Can the new kids on the block change the game? Tune in to witness the saga of a modern workplace transformation. 

In this episode, we delve into the transformative power of Customer Success teams in shaping the journey of a business. We discuss how today's customers place a high value on their experience with a company, even willing to pay more for superior service. We explore the steep costs businesses face when customer experience falls short, and how this dynamic is even more critical in the rapidly evolving world of SaaS companies. We spotlight the story of a startup named Node, who made the strategic decision to hire a customer success manager before they even had a single customer. This key move led to impressive outcomes such as 100% customer retention, their first two-year contract, and substantial investments, all within just four months of their launch. Join us as we unpack the reasons why early investment in a Customer Success function can be a game-changer for your business, and what practical steps founders can take to maximize retention and customer lifetime value. Whether you're a startup on the brink of scaling or an established business aiming to elevate your customer experience, this episode is packed with valuable insights for you. 

In this episode of The Customer Daily, we delve into the paradoxical relationship between free trials and customer churn, scrutinizing common industry practices and upending assumptions.

We highlight a study by Greg Daines revealing that customers who opt for free trials are likely to churn at a higher rate compared to those who pay upfront, sparking a debate about the perceived benefits of these trials. 

The discussion further extends to a critique of focusing primarily on 'Revenue Churn', suggesting a more holistic approach that takes into account logo churn and long-term growth. Experts in customer success and retention share their insights, emphasizing the role of active customer engagement and the need to look beyond conventional metrics to understand the true health of the customer base.