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Maximizing Lifetime Value by Lincoln Murphy
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LTV Maximizing articles
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Maximize LTV w/ Lincoln
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Maximizing Lifetime Value book
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How to Increase Customer Lifetime Value (LTV)
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[Continue reading]
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The True Cost of Meetings in Customer Success Management
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[Continue reading]
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Meetings as a Customer Success Metric: The Misguided Path
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No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
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Revenue Roadblocks: How We’re Sabotaging Our Own Growth
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Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
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Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
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From Transactions to Relationships: Unleashing Customer Potential with AX
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Renewal Psychology: From an Adversarial Process to a Celebration of Success
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Pods in Customer Success vs. Sales: A Side-by-Side Comparison
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The Role of Pods in CSM Coverage Models: The Evolving Landscape
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Pooled CSMs: Benefits, Challenges, and Requirements for Success
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Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
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The Goal Discovery Framework for Customer Success Management
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Storytelling in Customer Success: Use the Power of Goal Discovery
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Customer Success Scaling: Capacity Planning and Resource Allocation
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Bridging the Engagement Gap: Keeping Customers Actively Invested
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Build a Social Proof Machine: Consistently Generate Real Advocates at Scale
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The Untapped Potential of Social Proof through Earned Advocacy
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From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
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5 Outdated Email Tactics You Need to Abandon in 2024
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Every Department Must Recognize the Value of Customer Success
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Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
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Why High Usage Doesn’t Guarantee Customer Success
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Scaling Your Customer Success Team Without Losing Control
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The Art and Science of Continuous Goal Alignment in Customer Success
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Goal Discovery: The Essential Task You Never Had Time for (Until Now!)
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Aligning Customer Success and Sales: Bridging the Great Divide
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Motivating Action: The Hard Truth of Driving Customer Engagement
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Customer Retention: Proactive, Reactive, and At-Risk Analysis
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Navigating Partner Success in a Multi-Channel World
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Unlocking Potential: How to Allocate Customers to CSMs
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AX-Based Coverage Segments: Customer Success Evolved
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RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
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Redefining Email Engagement: New Metrics for a New Era (2024)
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Understand, Classify, and Effectively Analyze Churn
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Customer Negotiation: Discounts, Retention, and Value
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The Art of Objection Handling in Customer Success
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Driving Exponential Growth: The Art of Selling to Existing Customers
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NRR Panic: The Rollercoaster Ride You Never Saw Coming
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Next Page »
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Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
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Why CSM Positioning is so Important (and How to Fix it)
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Customer Status: The Hidden Motivator You Can’t Ignore
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The Power of Curiosity in Customer Success
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Creating Customer Success Playbooks with ChatGPT
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ChatGPT or Bing: Which AI Tool is Best for Customer Success
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Customer Success Pros: Stay Ahead of the Game with ChatGPT
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ChatGPT in Customer Success: Generative Output to Desired Outcome
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Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
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ChatGPT is a Customer Success Game-Changer
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Growth Unlocked: The Key to Exponential Account Expansion
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Customer Success: Defined (2024)
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Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
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The Importance of Consistency in Customer Success Management
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The Real Reason Your Company Invests in Customer Success
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Customers Hate These 3 Things (and How to Avoid Them)
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The 5 Secrets of World-class Customer Success Managers
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Customer Onboarding: How to Design and Implement an Effective Onboarding Process
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Eliminate Churn Forever in 5 Simple Steps
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Customer Success: The Lost Art of Churn Reason Analysis
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Customer Success: How to Quantify the Impact of Bad-fit Customers
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Customer Onboarding: How to Design and Implement an Effective Onboarding Process
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Designing a Sales-to-CSM Handoff that Actually Works
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What is a good SaaS Churn Rate?
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Achieve Exponential Growth by Focusing on CAC Efficiency
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TTFV as a Sales KPI to Drive Engagement and Expansion
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Time to First Value (TTFV) is a Customer Onboarding Goal
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Customer Onboarding: AHA! or WTF?
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Emotional Disconnect During Customer Onboarding
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Bad Sales Handoffs Cause Customers to Ghost During Onboarding
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How to Know if Customers are Actually Ghosting you
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Why Customers Ghost you
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The Basics of Customer Onboarding
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Success Potential: Real Customer Success Starts Here
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Account Expansion: How to Upsell Unsuccessful Customers
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Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
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Account Expansion: If You Want To Grow Fast, Do This…
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Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
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Customer Growth: The Difference between Sales and Expansion
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Introducing the BEAST Message Framework for Customer Engagement
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Introducing the Customer Engagement Communication Model
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Churn Classification Framework For Customer Success Management (2024 Update)
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Customer Success and Sales: Why the Latter determines the Former
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Appropriate Experience is Required for Customer Success
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What Are The Best Customer Success KPIs?
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You Can’t Solve Upstream Problems Down Stream
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Customer Success is a Simple Concept (Don’t Overthink It)
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Customer Success can’t fit into Existing Frameworks
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Those aren’t Problems. Those are Customers!
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Customer Onboarding Success Secret: Don’t Overwhelm Customers
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A QBR is NOT Required for Customer Success
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Customer Success: The Importance of User or Customer Onboarding
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How to Define Roles in Customer Success Management
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Customer Success: High/Low/No Touch Customer Segmentation
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Customer Success: Incorporating High/Low/No Touch into Onboarding
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Customer Success: How to help Salespeople with Customer Segmentation
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Customer Success: Determining Which Customers on which to Focus
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Customer Success: Who Should Handle Upsells?
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Customer Success: How to Reset Mismanaged Expectations
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Customer Success: Customer Engagement Across the Entire Lifecycle
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Customer Success: Working with Customers that don’t like Technology
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Customer Success: How to Tell Customers What to Do
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How to Get Customers to Help Define Engagement Models
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Customer Success-driven Marketing: Targeting Offline Customers
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Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017
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The Process for Discovering your Customer’s Desired Outcome
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Customer Success: How to Close the Feedback Loop with…
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Customer Success and Upgrading Grandfathered Customers
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Customer Success in Early-stage Startups
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Drawing the Line between Customer Success and Support
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The Best Customer Success Management (CSM) Software
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Why Aligning Sales and Customer Success is Critical
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Customer Success and Charging Setup Fees
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The Biggest Customer Success Mistake (and How to Avoid it)
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Determining the Ideal Customer Success Organization Structure
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Customer Success in Two-sided Markets
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Customer Success: The Secret to Improving Customer Adoption
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Customer Success in a B2B2C (Partner / Value Chain) Scenario
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Customer Success: How to Monitor Customer Happiness
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Determining the Perfect Number of Customer Segments
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The Difference between Customer Success and Account Management
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The Secret to Defining Customer Success Coverage Models
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Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017
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The 5 Fatal Flaws of most Customer Journey Maps
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The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight
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Customer Success Goals: Cohorts, Metrics, and Prioritization
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Contents of an Awesome Customer Success Playbook
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Understanding Customer Success Management Compensation Models
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Determining the Number of Accounts per Customer Success Manager
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Customer Success-driven Growth: Rapid, Exponential, and Efficient
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Why You Can’t Offset Churn with Upsells
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9 Things Customer Success is Not
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Customer Success Management: An Executive Overview
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Customer Success Management: The 8 Elements of this Valuable Business Function
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Logical Customer Segmentation: The Key to Scaling Customer Success
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Orchestrating Sales and Customer Success Alignment
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Success Potential: The Foundation of Customer Success
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Excuses and the Myth of Near-Zero Churn
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Success Vector – a Better Customer Health Score
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Don’t Mix SaaS Free Trial and Churn Metrics
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SaaS Free Trial Conversion Rate Benchmarks
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Churn is a Symptom, Not a Disease
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7 Ways Customer Success drives Company Valuation
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Customer Success: The Difference between Stretch and Bad-Fit Customers
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Two Ways to Reduce SaaS Cancellations
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The Only Two Reasons Customers Churn
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You Have to Know why Your Customers Churn
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Use Customer Success to Reduce Credit Card Failures
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Upgrading Grandfathered Early Customers
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Pricing Strategy Framework for SaaS Startups
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Qualifying Leads in a SaaS Free Trial
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Customer Success and Logical Account Expansion
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Reasonable SaaS Free Trial Conversion Rate
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Acceptable Churn Rate for Small Accounts
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Success is Uncomfortable
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The Risk (and Opportunity) in Stealing Customers
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A Foolproof Way to Get Testimonials Without Asking for Them
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Success Milestones: The Path to the Customer’s Desired Outcome
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Customer Accountability: The Missing Piece in your Customer Success Strategy
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This Customer Acquisition Mistake Can Kill your Growth
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Stop Using these Anti-Customer Terms
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7 Reasons to Optimize your SaaS Free Trial
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Desired Outcome is a Transformative Concept
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The Seeds of Churn are Planted Early
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5 Situations When Massive Churn is Just Fine
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5 Lesser-Known Ways Churn Hurts your Company
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Podcast: Getting Inside the Minds of Your SaaS Customers
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The Fiction that Friction Improves Customer Onboarding
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Customer Psychology and the Unexpected Power of Surveys
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How Social Proof Actually Works in Marketing
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Customer Success Starts at Sales Done Right
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Achieve Network Effect on a Smaller Scale
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Podcast: Customer Success is the Foundation of Your Success
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3 Secrets of High-Converting SaaS Free Trials
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How To Get Sales To Help Test your Ideal Customer Profile
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Stick Point: When Your SaaS Customer is Truly a Customer
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Free Trials Do Not Devalue Your Enterprise SaaS
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4 Undercover Ways to Hack Social for More Sales
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The Success Gap: A HUGE Opportunity You Haven’t Considered
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Your SaaS Metrics Are Wrong if You Include These Customers
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Active Users are a Vanity Metric
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CAC Strategy is the Key to Scaling your SaaS Company
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Let Your Customers Write Your Marketing Copy
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Exposed! A Top-Secret “Enterprise Pricing” Growth Hack
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The Only 3 Acceptable Pricing Page Discount Tactics
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Engaging at Scale: The Secret to Automating Personal Emails
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5 Growth Hacks to Supercharge your Invite or Referral System
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The Myth of Unavoidable Churn
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The Secret to Successful Customer Onboarding
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7 Sanity Checks for Sending Cold Email
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You’re Doing Annual Pre-Pay Renewals Wrong
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10 Growth Hacking Lessons from Dodgeball
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Understanding Your Customer’s Desired Outcome
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How-to Avoid SaaS Free Trial Abuse
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SaaS Free Trial Extension Requests are a Bad Sign
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The Best SaaS Free Trial Length
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Ideal Customer Profile Framework
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4 Sales Mistakes That Lead To High SaaS Churn
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SaaS Free Trial: Requiring a Credit Card is Shortsighted
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3 Email Lead Capture Hacks to Get More Customers
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5 Steps to Unstick Your User Onboarding Flow
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How-to Use SaaS Pricing Discounts to Grow Revenue
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Customer Development Hacks for SaaS Startups
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The Greatest Word of Mouth Follow-up Question… Ever!
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How to Get in Front of your Ideal Customers
|
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Email Marketing: How Vero Got a 450% Increase in Conversions
|
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Customer Success: 22 Ways To Reduce Churn With Growth Hacking
|
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Time Management for Startups: Quantify, Prioritize, and Automate
|
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The best way to grow your SaaS business
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Case Study: Growth Hacking Pre-Launch Revenue
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Freemium or Free Trial? There’s a Better Question
|
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WTF is a Growth Hacker, anyway?
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Predictions for Customer Success in 2014
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Autoresponders are Dead: 5 Types of Follow-up Emails
|
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SaaS Pricing Model: Mo’ Money, Mo’ Problems
|
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The Customer Acquisition Cost (CAC) Myth and Misguided Optimization
|
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5 Rules for Successful Growth Hacking
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Use Partner Offers to Quickly Grow Your Business
|
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Growth Hack: Warm-Up Your Leads Before You Email Them
|
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When Customers Go Dark: Customer Success to fight the Zombies
|
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SaaS Customer Success: Best Practices for Unplanned Outages
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SaaS Pricing: Multi Currency Support
|
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How to Create an Affiliate Program for your SaaS
|
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SaaS Marketing: 21 Growth Hacks to Test Today
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SaaS Sales Funnel: Stop Optimizing for the Wrong Customers
|
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SaaS Freemium Customer Acquisition Costs
|
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No More Email from Your SaaS App? Introducing GMail Tabbed Inbox and Categories
|
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SaaS Marketing: Are you Lazy or Deliberate?
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SaaS Churn: Measure Revenue or Customer Retention?
|
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SaaS Marketing: Random Effort Yields Random Results
|
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SaaS Growth Hacking: An Interview with Lincoln Murphy
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Engagement is the key to lowering SaaS Churn
|
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SaaS Marketing: Rise of the Growth Copyists?
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SaaS Free Trial: Require a Credit Card to begin?
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Who’s your ideal customer?
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SaaS Customer Success: Eliminate ‘Dead Ends’ to Drive Engagement
|
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SaaS Customer Success: Start with Quick Wins
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SaaS Churn Threats: Identify and Retain At-Risk Customers
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SaaS Churn Rate Improvement: Monitor and Drive Engagement
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SaaS Churn Rate Reduction Starts with Attracting the Right Customers
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SaaS Churn Rate: Go Negative with Expansion Revenue
|
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SaaS Customer Onboarding: 3 Steps to a Successful Welcome Email
|
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SaaS Market Positioning: How to Compete in Crowded Markets
|
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SaaS Marketing Plan: 5 Ways to Get your App to Sell Itself
|
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Common Conversion Activities (CCA): SaaS Free Trial Metric
|
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5 Rules for SaaS Email Marketing and Transactional Messages
|
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List of SaaS and Cloud Consultants and Analysts
|
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Growth Hacking: 43 Ways to Drive Traffic to your Website
|
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Beta Testing & Pricing: Examples (Video)
|
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Beta Testing & Pricing: A Hazardous Combination (Video)
|
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SaaS Marketing Plan: 100 Places to Promote Your App (Part 2)
|
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SaaS Marketing Plan: 100 Places to Promote Your App (Part 1)
|
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SaaS Conversion Rate Lies: 97% won’t become customers, anyway
|
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How to Develop your SaaS Pricing Model
|
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Pivot to Profit: Ditch Freemium and Start Making Money
|
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SaaS Customer Retention is the key to Long-term Profitability
|
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SaaS Churn kills Growth; Customer Retention is a Growth Accelerator
|
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SaaS Customer Retention Requires Ongoing Realization of Value
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Free Trials: Not just for Startups or toy Web Apps
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Why $1 Trials are a REALLY Bad Idea
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SaaS Pricing Model: How a 10x Price Increase lead to Happier Customers
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Free Trial Frustrations from a SaaS CEO
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SaaS Free Trial: How Self-Service fits with a High-Touch Sales Process
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Simply Offering a SaaS Free Trial Increases Conversions
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SaaS Free Trial: Your Customer Qualification Machine
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SaaS Free Trial Optimization: When to start?
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7 Tips for Software Vendors Moving to the Cloud
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How to keep App-generated Email from Being Marked Spam
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SaaS Free Trial: Confused Minds Don’t Buy
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SaaS Free Trial Users are a Vanity Metric
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SaaS Pricing Page Design: Highest Price on the Left?
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SaaS Conversion Rate: A Simple Trick to DOUBLE Your Revenue
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SaaS Pricing Strategy: The 10x Rule
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Display a Phone Number to Increase Conversions?
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SaaS Affiliate Marketing: How-To Supercharge Your Growth
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9 Ways to Instantly Improve Your PPC Results
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Why SaaS Free Trial Optimization is So Important
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SaaS Free Trial: The #1 Reason You Fail to Convert Customers
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Switch from a Reactive to Proactive SaaS Free Trial
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SaaS Free Trials: The Shorter the Better?
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SaaS Pricing Models Resource Guide
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SaaS Pricing: The Advanced Stuff
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SaaS Pricing: The Basics
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SaaS and Web Apps: Increase Your Free Trial Conversion Rate
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SaaS Free Trial Conversion Rate Optimization Resource Guide
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Where is Your Ideal Customer on the Awareness Ladder?
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What’s the biggest issue you’re dealing with right now?
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Your Signup Form is Hurting Your Free Trial Conversions!
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How to Offer Both Freemium and Free Trials
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SaaS Customer Retention: The Secret to Reducing your Churn Rate
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What’s Your Biggest Challenge in 2012?
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Average Free Trial Conversion Rates… and why they don’t matter
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What’s the Ideal SaaS Free Trial Length?
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Year-End Free Trial Conversion Ideas
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Freemium isn’t just for “Startups with Nothing to Lose”
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Classical Freemium Doesn’t Exist At Scale
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SaaS Free Trials: Common Problems with Sign-up Forms
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Focus on People, not Features, in 2012 (Happy Holidays!)
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The Free Trial Secrets of 100’s of SaaS vendors… just for you
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SaaS & Web Apps: Optimize Your Pricing Page for 2012
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