7 Customer Success Secrets from “The Churn Whisperer” Greg Daines

“The Churn Whisperer, Greg Daines has made a career out of taking the traditional customer success playbook and throwing it out the window. He came to Drift to share the seven customer success secrets he's learned after 20 years in the enterprise SaaS world.

Key Moments:
[0:40] - How Greg got focused on customer success
[4:00] - Customer Success Secret #1 Conventional Methods Yield Conventional Results
[4:55] - Customer Success Secret #2 Customer Happiness Doesn't Pay
[10:42] - Customer Success Secret #3 Your Product Doesn't Create Value
[13:38] - Customer Success Secret #4 Your Customer Doesn't Want Your Product
[16:15] - Customer Success Secrets #5 - #7 The 3 Deadly Fallacies of Customer Success

Check out the full story at blog.drift.com/lessons-from-greg-daines.

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