Conventional wisdom says CSM teams should focus on user adoption: the more customers use software, the more they value it, and less likely they are to churn. But years of loyalty science says there’s more to it.

Explore the science behind how people learn to trust other people, brands and technologies in a detailed white paper, my presentation at the Totango 2015 Customer Success Summit, and an extended play video presentation courtesy of


white paper downloadvideo link

conference video

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