The Science of Customer Success
Ed PowersCustomer Success is about one thing: people making decisions. The process is surprisingly predictable. And the more you know about the science, the more you can influence the outcomes.
| Platform |  | Pricing | Freemium | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 22 | Founded | 8 months ago | Last Issue | 11 days ago |
| Active | |||||
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edpowers80525.substack.comLatest Issues
BS in CS #9
Value must be measurable to be meaningful
This continuing series explores common, but misleading and sometimes dangerous BS in CS. We apply science to challenge faulty beliefs and suggest better alternatives.
How Faster TTH Shortens TTV
Change management and chunking are key
Is habit modification the key to shortening TTV? Perhaps so.
RACI Does More Harm Than Good
One of the most common problems in business is unclear roles and responsibilities. It causes chronic confusion and conflict between individuals and teams. When facilitators apply RACI (Responsible, Accountable, Consulted, Informed) charts t...
How to Rebuild Trust
A science-backed approach
A critical feature release is delayed once again. A major outage occurs. An onerous contract term surfaces. A customer who once trusted you now feels betrayed. They feel lied to, or at least misguided, whether the...
How to Establish Trust
It's earned and learned
Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.
Audience Metrics
Subscribers, engagement, traffic and sponsorship for The Science of Customer Success.
| Subscribers | Engagement | 63 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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Authors
The writers behind this newsletter.
I help teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. My approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic results.
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