Lincoln Murphy

I work on expansion revenue: the money already sitting in your customer base that nothing in your company is built to notice or collect. I also named and popularized Customer Success starting in 2010 and co-authored Customer Success, the first book on it. Fifteen years of writing, all of it here.

Call/Text: (808) 633-8496  ·  Email: lincoln@sixteenventures.com

Latest

• They're Not Disengaged. They're Embarrassed.
  August 7, 2026
  There's a customer who won't engage. They don't show up to the sessions.
• Your Retention Number Might Be Measuring Your Calendar
  August 6, 2026
  I've looked at companies where two people can each pull a defensible retention number out of the same data and arrive at opposite conclusions. One version puts them in the top decile of anything.
• You Can't Qualify Against a Role That Doesn't Exist
  August 6, 2026
  Most companies hiring their first Customer Success person produce an offer letter that gives the whole thing away. A name pasted at the top.
• The Confidence Question™
  August 6, 2026
  Almost everything we measure about a customer is a report on the past. How they felt about the last interaction.
• AI Gave Everyone a Tool. Nobody Built a System.
  August 4, 2026
  I would rather hand a customer a working tool than teach them a process. That has always been true, and until recently it was expensive enough that it rarely happened.

More articles

• When the AI Is Wrong and You Can't Stop It
  August 4, 2026
• Your Agentic Workflow Learns. Only From Itself.
  August 4, 2026
• "This Looks Like AI" Is a Context Problem
  August 4, 2026
• Slow Down to Speed Up: Three AI Traps in Customer Experience
  August 4, 2026
• You Didn't Run a Test. You Sent Four Emails.
  July 31, 2026
• Overwhelm Looks Like Resistance
  July 31, 2026
• The Customers Who Left Are Not the Customers Who Stayed
  July 30, 2026
• The Ceiling Was Never Real
  July 28, 2026
• Statistical Significance Is a Stalling Technique
  July 28, 2026
• The Win-Back Trap
  July 25, 2026
• Churned Customers Are Not Money in the Bank
  July 25, 2026
• Good Work Doesn't Renew Itself
  July 25, 2026
• The Top-Performer Exemption
  July 25, 2026
• Why Your CSM Can't Fix Expansion (And It's Not Their Fault)
  July 25, 2026
• Customers Hate Three Things. What They Fear Is a Fourth.
  July 24, 2026
• The Churn Doctrine, Revised
  July 23, 2026
• One Argument, Sixteen Years: The Lineage
  July 23, 2026
• The Retention Side Effect
  July 23, 2026
• Retention, Expansion, and Advocacy Are Not Behaviors
  April 10, 2026
• Health Scores Are Destroying Your Signal
  April 9, 2026
• The Tools Have Boxed Us In: Structural Failure #3 in Customer Success
  April 8, 2026
• The Best People Are Doing the Wrong Work: Structural Failure #2 in Customer Success
  April 7, 2026
• The Broken Premise: Structural Failure #1 in Customer Success
  April 6, 2026
• The Three Structural Failures of Customer Success
  March 25, 2026
• Best Practices Isn't a Standard — It's Just Their Standard
  March 24, 2026
• The Handoff Is Where CS Goes to Die
  March 23, 2026
• Talking About Agentic AI Is the Most Customer Success Thing I've Ever Done
  March 22, 2026
• Stop Waiting for Customers to Ask for More
  March 21, 2026
• Customer Success Was Built on a Broken Assumption
  March 20, 2026
• The Customer Was Never the Problem
  March 19, 2026
• Your CS Tools Were Built for Someone Else's Company
  March 18, 2026
• You Can Vibe-Code a CS Workflow. You Can't Vibe-Code the Judgment Behind It.
  March 17, 2026
• Your Humanity Is the Moat
  March 16, 2026
• The Question Customer Success Has Never Been Able to Ask Before
  March 15, 2026
• Yes, I Talk About AI a Lot. Here's Why.
  March 14, 2026
• You Can't Ask for Active Listening and Then Bury Your CSMs in Busywork
  March 13, 2026
• Agentic Workflows Aren't Tech Touch 2.0
  March 12, 2026
• Your People Are Your Moat
  March 11, 2026
• AI Does Not Remove the Humanity from Customer Success. It Is How We Scale It.
  March 9, 2026
• Customer Success Is at a Crossroads. Again.
  March 3, 2026
• AI isn't the threat
  February 17, 2026
• I'll just vibe code it myself this weekend
  February 13, 2026
• "We'll just use Claude, bro."
  February 11, 2026
• We've all optimized for the craziest thing
  October 15, 2025
• Q2 churn will hit HARD. Unless...
  March 31, 2025
• Get 10x revenue from the same feature
  March 27, 2025
• Like Vibe Coding - But for Revenue
  March 24, 2025
• Fear and growth can't coexist
  March 19, 2025
• Anti-shrink isn't growth
  March 17, 2025
• Are you acquiring customers - or revenue?
  March 12, 2025
• A hidden revenue leak costing you millions
  March 10, 2025
• “Lincoln, this is either total BS… or genius.”
  March 7, 2025
• How to Increase Customer Lifetime Value (LTV)
  February 10, 2025
• Discounts don't save customers
  January 15, 2025
• Psychology Hack Instantly Stops Churn
  January 13, 2025
• Stop Churn using Tactical Timing
  January 10, 2025
• When to engage; when to ghost 'em
  January 9, 2025
• Save the Right Customers, Ignore Others
  January 8, 2025
• Urgent but Unspoken Save Tactics
  January 7, 2025
• 7 Ways to Take Control of Churn in Q1
  January 6, 2025
• The True Cost of Meetings in Customer Success Management
  November 3, 2024
• Meetings as a Customer Success Metric: The Misguided Path
  November 3, 2024
• No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
  September 12, 2024
• Outcomes > Meetings (calendar chaos)
  August 26, 2024
• The True Cost of Every Customer Meeting
  August 19, 2024
• Meetings... can be SO much better
  August 15, 2024
• Revenue Roadblocks: How We’re Sabotaging Our Own Growth
  August 7, 2024
• Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
  July 7, 2024
• Upsell Myth #1: Wait until Churn < 10%
  July 1, 2024
• How to make CSMs less busy
  June 12, 2024
• Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
  June 11, 2024
• "My CSMs are too busy for Advocacy" (No!)
  June 7, 2024
• Who owns Advocacy in the BEST companies?
  June 5, 2024
• So... who owns Advocacy? (poll results)
  May 31, 2024
• From Transactions to Relationships: Unleashing Customer Potential with AX
  May 5, 2024
• Renewal Psychology: From an Adversarial Process to a Celebration of Success
  April 4, 2024
• Pods in Customer Success vs. Sales: A Side-by-Side Comparison
  March 18, 2024
• The Role of Pods in CSM Coverage Models: The Evolving Landscape
  March 11, 2024
• Pooled CSMs: Benefits, Challenges, and Requirements for Success
  March 11, 2024
• Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
  March 9, 2024
• The Goal Discovery Framework for Customer Success Management
  March 9, 2024
• Storytelling in Customer Success: Use the Power of Goal Discovery
  March 9, 2024
• Customer Success Scaling: Capacity Planning and Resource Allocation
  March 9, 2024
• Bridging the Engagement Gap: Keeping Customers Actively Invested
  March 9, 2024
• Stop! Don't send that email yet. (Do this)
  January 11, 2024
• CSMs: Do these 3 things this week
  January 2, 2024
• Heads of CS: Do these 3 things this week
  January 2, 2024
• 'Tis the season to ignore your emails (right?)
  December 22, 2023
• You Cannot Buy Advocacy
  October 25, 2023
• From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
  October 12, 2023
• 5 Outdated Email Tactics You Need to Abandon in 2024
  October 8, 2023
• Nobody Asks How to Prove That Sales Matters
  October 6, 2023
• Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
  September 24, 2023
• Why High Usage Doesn’t Guarantee Customer Success
  September 6, 2023
• Scaling Your Customer Success Team Without Losing Control
  August 30, 2023
• How Often Should You Revisit Customer Goals?
  August 23, 2023
• A Goal Is an Objective Plus a Time Frame
  August 16, 2023
• CS and Sales Are Siloed. How Tall Are the Walls?
  August 9, 2023
• Why Won't They Just Do the Work?
  August 2, 2023
• Customer Retention: Proactive, Reactive, and At-Risk Analysis
  July 31, 2023
• Navigating Partner Success in a Multi-Channel World
  July 26, 2023
• Unlocking Potential: How to Allocate Customers to CSMs
  July 20, 2023
• AX-Based Coverage Segments: Customer Success Evolved
  July 17, 2023
• RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
  July 13, 2023
• Redefining Email Engagement: New Metrics for a New Era (2024)
  July 13, 2023
• Understand, Classify, and Effectively Analyze Churn
  June 22, 2023
• Customer Negotiation: Discounts, Retention, and Value
  May 31, 2023
• The Art of Objection Handling in Customer Success
  May 11, 2023
• Driving Exponential Growth: The Art of Selling to Existing Customers
  May 4, 2023
• NRR Panic: The Rollercoaster Ride You Never Saw Coming
  April 26, 2023
• Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
  March 21, 2023
• Why CSM Positioning is so Important (and How to Fix it)
  March 19, 2023
• Customer Status: The Hidden Motivator You Can’t Ignore
  March 19, 2023
• The Power of Curiosity in Customer Success
  March 19, 2023
• Creating Customer Success Playbooks with ChatGPT
  March 3, 2023
• ChatGPT or Bing: Which AI Tool is Best for Customer Success
  March 1, 2023
• Customer Success Pros: Stay Ahead of the Game with ChatGPT
  February 27, 2023
• ChatGPT in Customer Success: Generative Output to Desired Outcome
  February 27, 2023
• Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
  February 21, 2023
• ChatGPT is a Customer Success Game-Changer
  February 18, 2023
• Growth Unlocked: The Key to Exponential Account Expansion
  February 18, 2023
• Customer Success: Defined (2024)
  January 4, 2023
• Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
  December 12, 2022
• The Importance of Consistency in Customer Success Management
  August 14, 2022
• The Real Reason Your Company Invests in Customer Success
  August 14, 2022
• Customers Hate These 3 Things (and How to Avoid Them)
  April 19, 2022
• The 5 Secrets of World-class Customer Success Managers
  February 28, 2022
• Customer Onboarding: How to Design and Implement an Effective Onboarding Process
  April 6, 2021
• Eliminate Churn Forever in 5 Simple Steps
  December 21, 2020
• Customer Success: The Lost Art of Churn Reason Analysis
  September 10, 2020
• Customer Success: How to Quantify the Impact of Bad-fit Customers
  August 26, 2020
• Customer Onboarding: How to Design and Implement an Effective Onboarding Process
  August 18, 2020
• Designing a Sales-to-CSM Handoff that Actually Works
  July 31, 2020
• What is a good SaaS Churn Rate?
  July 17, 2020
• Achieve Exponential Growth by Focusing on CAC Efficiency
  September 11, 2019
• TTFV as a Sales KPI to Drive Engagement and Expansion
  September 5, 2019
• Time to First Value (TTFV) is a Customer Onboarding Goal
  September 5, 2019
• Customer Onboarding: AHA! or WTF?
  September 4, 2019
• Emotional Disconnect During Customer Onboarding
  September 4, 2019
• Bad Sales Handoffs Cause Customers to Ghost During Onboarding
  September 4, 2019
• How to Know if Customers are Actually Ghosting you
  September 4, 2019
• Why Customers Ghost you
  September 4, 2019
• The Basics of Customer Onboarding
  July 8, 2019
• Success Potential: Real Customer Success Starts Here
  February 7, 2019
• Account Expansion: How to Upsell Unsuccessful Customers
  November 15, 2018
• Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
  November 9, 2018
• Account Expansion: If You Want To Grow Fast, Do This…
  November 8, 2018
• Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
  November 8, 2018
• Customer Growth: The Difference between Sales and Expansion
  August 8, 2018
• Introducing the BEAST Message Framework for Customer Engagement
  June 20, 2018
• Introducing the Customer Engagement Communication Model
  June 20, 2018
• Churn Classification Framework For Customer Success Management (2024 Update)
  May 15, 2018
• Customer Success and Sales: Why the Latter determines the Former
  January 3, 2018
• Appropriate Experience is Required for Customer Success
  January 2, 2018
• What Are The Best Customer Success KPIs?
  December 29, 2017
• You Can’t Solve Upstream Problems Down Stream
  December 28, 2017
• Customer Success is a Simple Concept (Don’t Overthink It)
  December 28, 2017
• Customer Success can’t fit into Existing Frameworks
  December 18, 2017
• Those aren’t Problems. Those are Customers!
  October 30, 2017
• Customer Onboarding Success Secret: Don’t Overwhelm Customers
  August 19, 2017
• A QBR is NOT Required for Customer Success
  August 6, 2017
• Customer Success: The Importance of User or Customer Onboarding
  August 1, 2017
• How to Define Roles in Customer Success Management
  May 19, 2017
• Customer Success: High/Low/No Touch Customer Segmentation
  May 19, 2017
• Customer Success: Incorporating High/Low/No Touch into Onboarding
  May 19, 2017
• Customer Success: How to help Salespeople with Customer Segmentation
  May 19, 2017
• Customer Success: Determining Which Customers on which to Focus
  May 19, 2017
• Customer Success: Who Should Handle Upsells?
  May 19, 2017
• Customer Success: How to Reset Mismanaged Expectations
  May 19, 2017
• Customer Success: Customer Engagement Across the Entire Lifecycle
  May 19, 2017
• Customer Success: Working with Customers that don’t like Technology
  May 19, 2017
• Customer Success: How to Tell Customers What to Do
  May 19, 2017
• How to Get Customers to Help Define Engagement Models
  May 19, 2017
• Customer Success-driven Marketing: Targeting Offline Customers
  May 19, 2017
• Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017
  May 19, 2017
• The Process for Discovering your Customer’s Desired Outcome
  May 5, 2017
• Customer Success: How to Close the Feedback Loop with…
  May 5, 2017
• Customer Success and Upgrading Grandfathered Customers
  May 5, 2017
• Customer Success in Early-stage Startups
  May 5, 2017
• Drawing the Line between Customer Success and Support
  May 5, 2017
• The Best Customer Success Management (CSM) Software
  May 5, 2017
• Why Aligning Sales and Customer Success is Critical
  May 5, 2017
• Customer Success and Charging Setup Fees
  May 5, 2017
• The Biggest Customer Success Mistake (and How to Avoid it)
  May 5, 2017
• Determining the Ideal Customer Success Organization Structure
  May 5, 2017
• Customer Success in Two-sided Markets
  May 5, 2017
• Customer Success: The Secret to Improving Customer Adoption
  May 5, 2017
• Customer Success in a B2B2C (Partner / Value Chain) Scenario
  May 5, 2017
• Customer Success: How to Monitor Customer Happiness
  May 5, 2017
• Determining the Perfect Number of Customer Segments
  May 5, 2017
• The Difference between Customer Success and Account Management
  May 5, 2017
• The Secret to Defining Customer Success Coverage Models
  May 5, 2017
• Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017
  May 5, 2017
• The 5 Fatal Flaws of most Customer Journey Maps
  April 28, 2017
• The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight
  March 20, 2017
• Customer Success Goals: Cohorts, Metrics, and Prioritization
  January 2, 2017
• Contents of an Awesome Customer Success Playbook
  December 31, 2016
• Understanding Customer Success Management Compensation Models
  December 28, 2016
• Determining the Number of Accounts per Customer Success Manager
  December 27, 2016
• Customer Success-driven Growth: Rapid, Exponential, and Efficient
  December 27, 2016
• Why You Can’t Offset Churn with Upsells
  December 22, 2016
• 9 Things Customer Success is Not
  December 13, 2016
• Customer Success Management: An Executive Overview
  December 12, 2016
• Customer Success Management: The 8 Elements of this Valuable Business Function
  December 12, 2016
• Logical Customer Segmentation: The Key to Scaling Customer Success
  December 12, 2016
• Orchestrating Sales and Customer Success Alignment
  October 5, 2016
• Success Potential: The Foundation of Customer Success
  October 4, 2016
• Excuses and the Myth of Near-Zero Churn
  September 5, 2016
• Success Vector – a Better Customer Health Score
  August 18, 2016
• Don’t Mix SaaS Free Trial and Churn Metrics
  July 29, 2016
• SaaS Free Trial Conversion Rate Benchmarks
  July 28, 2016
• Churn is a Symptom, Not a Disease
  June 21, 2016
• 7 Ways Customer Success drives Company Valuation
  May 14, 2016
• Customer Success: The Difference between Stretch and Bad-Fit Customers
  April 13, 2016
• Two Ways to Reduce SaaS Cancellations
  February 20, 2016
• The Only Two Reasons Customers Churn
  January 27, 2016
• You Have to Know why Your Customers Churn
  January 20, 2016
• Use Customer Success to Reduce Credit Card Failures
  December 15, 2015
• Upgrading Grandfathered Early Customers
  December 15, 2015
• Pricing Strategy Framework for SaaS Startups
  December 9, 2015
• Qualifying Leads in a SaaS Free Trial
  December 2, 2015
• Customer Success and Logical Account Expansion
  November 28, 2015
• Reasonable SaaS Free Trial Conversion Rate
  November 27, 2015
• Acceptable Churn Rate for Small Accounts
  November 17, 2015
• Success is Uncomfortable
  November 16, 2015
• The Risk (and Opportunity) in Stealing Customers
  November 13, 2015
• A Foolproof Way to Get Testimonials Without Asking for Them
  October 20, 2015
• Success Milestones: The Path to the Customer’s Desired Outcome
  October 19, 2015
• Customer Accountability: The Missing Piece in your Customer Success Strategy
  October 9, 2015
• This Customer Acquisition Mistake Can Kill your Growth
  October 2, 2015
• Stop Using these Anti-Customer Terms
  September 28, 2015
• 7 Reasons to Optimize your SaaS Free Trial
  August 5, 2015
• Desired Outcome is a Transformative Concept
  July 29, 2015
• The Seeds of Churn are Planted Early
  July 28, 2015
• 5 Situations When Massive Churn is Just Fine
  July 8, 2015
• 5 Lesser-Known Ways Churn Hurts your Company
  July 8, 2015
• Podcast: Getting Inside the Minds of Your SaaS Customers
  July 7, 2015
• The Fiction that Friction Improves Customer Onboarding
  July 2, 2015
• Customer Psychology and the Unexpected Power of Surveys
  June 30, 2015
• How Social Proof Actually Works in Marketing
  June 24, 2015
• Customer Success Starts at Sales Done Right
  June 23, 2015
• Achieve Network Effect on a Smaller Scale
  June 22, 2015
• Podcast: Customer Success is the Foundation of Your Success
  June 11, 2015
• 3 Secrets of High-Converting SaaS Free Trials
  June 10, 2015
• How To Get Sales To Help Test your Ideal Customer Profile
  June 4, 2015
• Stick Point: When Your SaaS Customer is Truly a Customer
  June 4, 2015
• Free Trials Do Not Devalue Your Enterprise SaaS
  June 3, 2015
• 4 Undercover Ways to Hack Social for More Sales
  May 25, 2015
• The Success Gap: A HUGE Opportunity You Haven’t Considered
  April 3, 2015
• Your SaaS Metrics Are Wrong if You Include These Customers
  March 20, 2015
• Active Users are a Vanity Metric
  March 20, 2015
• CAC Strategy is the Key to Scaling your SaaS Company
  February 26, 2015
• Let Your Customers Write Your Marketing Copy
  February 24, 2015
• Exposed! A Top-Secret “Enterprise Pricing” Growth Hack
  December 22, 2014
• The Only 3 Acceptable Pricing Page Discount Tactics
  December 21, 2014
• Engaging at Scale: The Secret to Automating Personal Emails
  December 21, 2014
• 5 Growth Hacks to Supercharge your Invite or Referral System
  December 19, 2014
• The Myth of Unavoidable Churn
  December 10, 2014
• The Secret to Successful Customer Onboarding
  October 22, 2014
• 7 Sanity Checks for Sending Cold Email
  September 22, 2014
• You’re Doing Annual Pre-Pay Renewals Wrong
  August 28, 2014
• 10 Growth Hacking Lessons from Dodgeball
  August 14, 2014
• Understanding Your Customer’s Desired Outcome
  August 4, 2014
• How-to Avoid SaaS Free Trial Abuse
  July 27, 2014
• SaaS Free Trial Extension Requests are a Bad Sign
  July 15, 2014
• The Best SaaS Free Trial Length
  July 13, 2014
• Ideal Customer Profile Framework
  June 25, 2014
• 4 Sales Mistakes That Lead To High SaaS Churn
  June 21, 2014
• SaaS Free Trial: Requiring a Credit Card is Shortsighted
  June 14, 2014
• 3 Email Lead Capture Hacks to Get More Customers
  June 13, 2014
• 5 Steps to Unstick Your User Onboarding Flow
  May 12, 2014
• How-to Use SaaS Pricing Discounts to Grow Revenue
  March 24, 2014
• Customer Development Hacks for SaaS Startups
  March 13, 2014
• The Greatest Word of Mouth Follow-up Question… Ever!
  March 10, 2014
• How to Get in Front of your Ideal Customers
  February 21, 2014
• Email Marketing: How Vero Got a 450% Increase in Conversions
  February 11, 2014
• Customer Success: 22 Ways To Reduce Churn With Growth Hacking
  January 30, 2014
• Time Management for Startups: Quantify, Prioritize, and Automate
  January 23, 2014
• The best way to grow your SaaS business
  January 20, 2014
• Case Study: Growth Hacking Pre-Launch Revenue
  January 15, 2014
• Freemium or Free Trial? There’s a Better Question
  January 9, 2014
• WTF is a Growth Hacker, anyway?
  December 27, 2013
• Predictions for Customer Success in 2014
  December 26, 2013
• Autoresponders are Dead: 5 Types of Follow-up Emails
  December 24, 2013
• SaaS Pricing Model: Mo’ Money, Mo’ Problems
  December 15, 2013
• The Customer Acquisition Cost (CAC) Myth and Misguided Optimization
  November 15, 2013
• 5 Rules for Successful Growth Hacking
  October 29, 2013
• Use Partner Offers to Quickly Grow Your Business
  October 25, 2013
• Growth Hack: Warm-Up Your Leads Before You Email Them
  October 16, 2013
• When Customers Go Dark: Customer Success to fight the Zombies
  October 12, 2013
• SaaS Customer Success: Best Practices for Unplanned Outages
  October 2, 2013
• SaaS Pricing: Multi Currency Support
  October 1, 2013
• How to Create an Affiliate Program for your SaaS
  September 13, 2013
• SaaS Marketing: 21 Growth Hacks to Test Today
  August 29, 2013
• SaaS Sales Funnel: Stop Optimizing for the Wrong Customers
  August 8, 2013
• SaaS Freemium Customer Acquisition Costs
  July 25, 2013
• No More Email from Your SaaS App? Introducing GMail Tabbed Inbox and Categories
  July 24, 2013
• SaaS Marketing: Are you Lazy or Deliberate?
  July 21, 2013
• SaaS Churn: Measure Revenue or Customer Retention?
  July 15, 2013
• SaaS Marketing: Random Effort Yields Random Results
  July 3, 2013
• SaaS Growth Hacking: An Interview with Lincoln Murphy
  July 1, 2013
• Engagement is the key to lowering SaaS Churn
  June 22, 2013
• SaaS Marketing: Rise of the Growth Copyists?
  May 17, 2013
• SaaS Free Trial: Require a Credit Card to begin?
  April 25, 2013
• Who’s your ideal customer?
  April 15, 2013
• SaaS Customer Success: Eliminate ‘Dead Ends’ to Drive Engagement
  March 30, 2013
• SaaS Customer Success: Start with Quick Wins
  March 23, 2013
• SaaS Churn Threats: Identify and Retain At-Risk Customers
  March 4, 2013
• SaaS Churn Rate Improvement: Monitor and Drive Engagement
  February 25, 2013
• SaaS Churn Rate Reduction Starts with Attracting the Right Customers
  February 19, 2013
• SaaS Churn Rate: Go Negative with Expansion Revenue
  February 11, 2013
• SaaS Customer Onboarding: 3 Steps to a Successful Welcome Email
  February 7, 2013
• SaaS Market Positioning: How to Compete in Crowded Markets
  January 29, 2013
• SaaS Marketing Plan: 5 Ways to Get your App to Sell Itself
  January 7, 2013
• Common Conversion Activities (CCA): SaaS Free Trial Metric
  December 21, 2012
• 5 Rules for SaaS Email Marketing and Transactional Messages
  December 20, 2012
• List of SaaS and Cloud Consultants and Analysts
  December 20, 2012
• Growth Hacking: 43 Ways to Drive Traffic to your Website
  December 17, 2012
• Beta Testing & Pricing: Examples (Video)
  December 16, 2012
• Beta Testing & Pricing: A Hazardous Combination (Video)
  December 14, 2012
• SaaS Marketing Plan: 100 Places to Promote Your App (Part 2)
  December 14, 2012
• SaaS Marketing Plan: 100 Places to Promote Your App (Part 1)
  December 14, 2012
• SaaS Conversion Rate Lies: 97% won’t become customers, anyway
  December 5, 2012
• How to Develop your SaaS Pricing Model
  November 1, 2012
• Pivot to Profit: Ditch Freemium and Start Making Money
  October 17, 2012
• SaaS Customer Retention is the key to Long-term Profitability
  October 16, 2012
• SaaS Churn kills Growth; Customer Retention is a Growth Accelerator
  October 15, 2012
• SaaS Customer Retention Requires Ongoing Realization of Value
  October 15, 2012
• Free Trials: Not just for Startups or toy Web Apps
  October 3, 2012
• Why $1 Trials are a REALLY Bad Idea
  September 22, 2012
• SaaS Pricing Model: How a 10x Price Increase lead to Happier Customers
  August 22, 2012
• Free Trial Frustrations from a SaaS CEO
  August 22, 2012
• SaaS Free Trial: How Self-Service fits with a High-Touch Sales Process
  August 22, 2012
• Simply Offering a SaaS Free Trial Increases Conversions
  August 14, 2012
• SaaS Free Trial: Your Customer Qualification Machine
  August 14, 2012
• SaaS Free Trial Optimization: When to start?
  August 3, 2012
• 7 Tips for Software Vendors Moving to the Cloud
  July 26, 2012
• How to keep App-generated Email from Being Marked Spam
  July 26, 2012
• SaaS Free Trial: Confused Minds Don’t Buy
  July 25, 2012
• SaaS Free Trial Users are a Vanity Metric
  July 6, 2012
• SaaS Pricing Page Design: Highest Price on the Left?
  May 20, 2012
• SaaS Conversion Rate: A Simple Trick to DOUBLE Your Revenue
  April 15, 2012
• SaaS Pricing Strategy: The 10x Rule
  March 26, 2012
• Display a Phone Number to Increase Conversions?
  March 26, 2012
• SaaS Affiliate Marketing: How-To Supercharge Your Growth
  March 26, 2012
• 9 Ways to Instantly Improve Your PPC Results
  March 25, 2012
• Why SaaS Free Trial Optimization is So Important
  March 20, 2012
• SaaS Free Trial: The #1 Reason You Fail to Convert Customers
  March 19, 2012
• Switch from a Reactive to Proactive SaaS Free Trial
  March 13, 2012
• SaaS Free Trials: The Shorter the Better?
  March 12, 2012
• SaaS Pricing Models Resource Guide
  February 27, 2012
• SaaS Pricing: The Advanced Stuff
  February 27, 2012
• SaaS Pricing: The Basics
  February 27, 2012
• SaaS and Web Apps: Increase Your Free Trial Conversion Rate
  February 20, 2012
• SaaS Free Trial Conversion Rate Optimization Resource Guide
  February 18, 2012
• Where is Your Ideal Customer on the Awareness Ladder?
  February 3, 2012
• What’s the biggest issue you’re dealing with right now?
  January 26, 2012
• Your Signup Form is Hurting Your Free Trial Conversions!
  January 10, 2012
• How to Offer Both Freemium and Free Trials
  January 9, 2012
• SaaS Customer Retention: The Secret to Reducing your Churn Rate
  January 4, 2012
• What’s Your Biggest Challenge in 2012?
  December 30, 2011
• Average Free Trial Conversion Rates… and why they don’t matter
  December 28, 2011
• What’s the Ideal SaaS Free Trial Length?
  December 27, 2011
• Year-End Free Trial Conversion Ideas
  December 26, 2011
• Freemium isn’t just for “Startups with Nothing to Lose”
  December 25, 2011
• Classical Freemium Doesn’t Exist At Scale
  December 25, 2011
• SaaS Free Trials: Common Problems with Sign-up Forms
  December 22, 2011
• Focus on People, not Features, in 2012 (Happy Holidays!)
  December 21, 2011
• The Free Trial Secrets of 100’s of SaaS vendors… just for you
  December 20, 2011
• SaaS & Web Apps: Optimize Your Pricing Page for 2012
  December 18, 2011
• SaaS Customer Success Experts Resource Guide
  November 20, 2011
• SaaS Freemium Model Resource Guide
  November 20, 2011
• The 7 Secrets to DOMINATING Your Free Trials
  November 11, 2011
• Web App Pricing: How To Avoid the Commodity Trap
  October 10, 2011
• Can You Answer These 15 Questions About Your Free Trial?
  October 4, 2011
• Stop Obsessing About Your Competitors
  September 28, 2011
• Competitor Pricing… Does It Matter?
  September 19, 2011
• Price Objections are Value Objections
  September 14, 2011
• Wait… You Actually WANT to Be Average?
  September 6, 2011
• Offer a Free Trial of your Web App? Don’t EVER do this…
  August 31, 2011
• The SECRET to $1M ARR in 6 Months is 9 Customers
  August 30, 2011
• My EVIL Method to Reduce SaaS Churn
  August 26, 2011
• SaaS Affiliate Marketing: Your Virtual Salesforce
  August 24, 2011
• There are 7 Types of Freemium and Why That Matters…
  August 23, 2011
• Why OfficeDrop Went Freemium… and how Mobile Apps forced their hand
  August 19, 2011
• Copywriting for Geeks Author Marc-Andre Cournoyer Teaches You How to Sell Your App
  August 16, 2011
• Assistly Marketing VP Tells You Why They Dropped Tiered Pricing and Picked Up Freemium
  August 11, 2011
• Web App Sales Funnel: 2 Questions You MUST Answer
  February 17, 2011
• SaaS Customer Success: Technology Will Fail, but Service Must Never
  December 20, 2010
• SaaS Business Model Resource Guide
  December 18, 2010
• SaaS Distribution and Promotion Resource Guide
  December 18, 2010
• SaaS Pricing Model: Value Metrics Are Key
  December 7, 2010
• SaaS Marketing – Web App Pricing Page Review: Salesforce.com
  November 15, 2010
• Your Revenue Crutch is Killing Your SaaS Startup
  November 12, 2010
• 37Signals Caught Treating SaaS Pricing Page like a Marketing Page
  November 1, 2010
• SaaS Growth Hacking Experts Resource Guide
  October 5, 2010
• SaaS Free Trial: Feature or Time-Limited?
  October 5, 2010
• Web Apps use Customer Support to Increase Revenue
  October 4, 2010
• Does Goldilocks Pricing Work for SaaS?
  September 15, 2010
• As SaaS Matures, so will SaaS Pricing
  June 21, 2010
• 5 SaaS Pricing Mistakes to Avoid
  June 11, 2010
• SaaS Pricing: Please Learn From the Zendesk Fiasco
  May 18, 2010
• Cloud Acquisitions Create New Opportunities
  May 12, 2010
• SaaS Distribution: Time to Change the Channel
  May 12, 2010
• SaaS, Web Apps, or Just ‘Apps’?
  April 20, 2010
• SaaS Pricing: Commodity Metrics and the $240 GB
  March 31, 2010
• SaaS Pricing: Versioning for Market Segments
  March 5, 2010
• Free Trial Success Secret #7: The Four Phases of a Free Trial
  February 16, 2010
• Free Trial Success Secret #6: Perfect Free Trial Length
  February 16, 2010
• Free Trial Success Secret #5: Credit Cards are a Red Herring
  February 16, 2010
• Free Trial Success Secret #4: Measure the Right Things
  February 16, 2010
• Free Trial Success Secret #3: Stop Confusing Freemium and Free Trials
  February 16, 2010
• Free Trial Success Secret #2: Get Your Product to Sell Itself
  February 16, 2010
• Free Trial Success Secret #1: No More Evaluations
  February 16, 2010
• 7 Secrets to Increasing Conversions
  February 13, 2010
• [Replay] 7 Secrets to Increasing Conversions with Free Trials
  January 25, 2010
• [Replay] 7 Secrets to Increasing Conversions with Free Trials
  January 22, 2010
• SaaS Network Effect: Companies Should Exploit Aggregate Data
  September 21, 2009
• SaaS Business Model – You Break It, You Buy It
  September 17, 2009
• SaaS Business Model is About Rules, Not Exceptions
  September 16, 2009
• SaaS Success Requires Dropping the Legacy Baggage
  August 26, 2009
• SaaS Companies Should Learn from Netflix
  May 19, 2009
• ASP vs SaaS – What’s the difference?
  May 12, 2009
• The SaaS Single-Tenancy vs. Multi-Tenancy Debate
  April 14, 2009
• Actionable Business Intelligence at your fingertips
  October 18, 2007
• Fallout from Enterprise SaaS Series
  March 10, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Overview and Part 4
  March 9, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 3
  March 9, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 2
  March 7, 2007
• Pureplay Enterprise SaaS and Vendor Sustainability – Part 1
  March 6, 2007