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Thank you for visiting my essay on what it means to be a Calm Customer and how customer success departments can facilitate creating calm customers that add profit and retention to a company. My name is Lawrence. I’m a Senior Customer Support Operations Manager and…

Churn. The dreaded word that strikes fear into the heart of accounting, marketing, and even development. “Why are they leaving us?” The head(s) of Customer Success must track — and then know — why customers leave. Are there likely opportunities to recapture lost business? Yes.

1. I live in two places: Southern Colorado and Costa Rica. I have children in both places. I travel between them. It is easier for me to travel to them, than for them to travel to me. I am not alone in having family in…

When writing support documentation, do not start sentences with “You can”. For example, avoid “You can select your primary number from the dropdown menu”. Make it action-oriented: “Select your primary number from the dropdown menu”. Make it a command. An imperative. Plain English is your…

Everyone talks about Sales. Few talk about Retention (although it’s equally important to Sales). Almost no one talks about helping some customers leave. When you first revamp a Customer Support department, a good question to ask management is “what customers are you willing to lose?”.