The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we predict churn, change our questions, make sure people are getting paid right, and turn our attention to the more subtle version of churn.
A predictive churn model is the holy grail for many CS leaders.  Anupam Kundu of CalculAI and Anulekha Verma cover the basics of what a churn model is, and how you can start to construct yours.
Greg Daines of Client Velocity believes we are asking the wrong questions about retention, and that it's diluting our efforts.

Getting compensation set so your team can focus on their roles without looming questions is critical.  Brooke Goodbary teaches us the pros and cons of Customer Success compensation plans, including base salary, performance bonus, and quota.

Passive churn is a simple issue, but if you aren’t taking steps to respond to it, you could be losing astounding amounts of revenue. Patrick Hampton of Churn Buster wants us to take it seriously.

In Other News:  Seems like Zynga is actually better at real estate than it's core gaming business