1. Churn and Burn: Why Customer Success Needs to be a Board Priority

    Churn and Burn:  Why Customer Success Needs to be a Board Priority

    Last month I was sitting in a board meeting for one of my portfolio companies, a fast-growing software-as-a-service business serving digital marketers, and two interesting things happened. First, the company reported it had zero customer churn (or 100% retention) in the quarter for the first time in its history...

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