Customer Success
The Silent Architect: How Customer Success Influences Product Roadmaps
The product roadmap is not a one-and-done process. It’s an ongoing cycle of listening, learning, and iterating. Your …
Customer Success
Speaking the Customer Success language: A to Z CS terminology
Every industry and job comes with a specific set of terms and buzzwords. When we are talking about …
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Customer Success
Account Expansion: What It Is, Why It’s Important, and Strategies to Make It Happen
Achieving sustainable growth is the ultimate pursuit of any business. In the competitive world of SaaS, it’s all …
Customer Success
54 SaaS Customer onboarding and retention statistics you need to know
Providing a great customer onboarding experience is crucial in the SaaS industry. If your customers have their a-ha …
Customer Success
Explaining the RATER Model of Service Quality
Measuring the quality of customer service is a double-edged blade – it can be both useful and a …
Customer Success
SaaS Customer Onboarding Guide: Navigating Challenges and Driving Success
The definitive guide on how customer onboarding can fundamentally influence lifetime value, and to optimize for client retention and loyalty.
Customer Success
Most Important Questions CSMs Should Ask Their Customers
Let me ask you something: what’s the one colloquial idiom that also qualifies as a CS best practice? …
Customer Success
ChatGPT in Customer Success: Practical Examples & Limitations
ChatGPT has taken many industries by storm, and customer success is no exception. But let’s be pragmatic — …
Customer Success
Enabling Data-led Growth: A Closer Look at Customer Success Operations
In an ever-increasing number of insights we can pull from our survey on quiet quitting, we found that …
Customer Success
Your Champion Has Left the Company — How Do You Ensure Retention?
Champions are what a CSM’s dreams are made of. They love your product, they love working with you, …
Customer Success
Make Low Touch Customer Success High Value with Automation
In our jobs as CSMs, it’s often the case that we’re overwhelmed – either by the number of …
Customer Success
Quiet Quitting: Are CSMs Responsible For Too Many Things & Overworked?
As part of our study on quiet quitting in customer success, we have already discovered that companies are …
Customer Success
Customer Advocacy: Why It’s Important & How to Nurture Your Customers Advocates
The term “customer advocacy” may sound all sophisticated, but under the hood, it’s simply a continuation of good …
Customer Success
How to Build Clear, Data-led Customer Success Workflows
So your customer success team is growing. You’re faced with new clients, new challenges, and too many new …
Customer Success
7 Challenges & Questions CSMs Need to Face in 2023
In our recent article, we covered some of the key predictions for CS trends that will dominate the …
Customer Success
The Secret to Efficient EBRs for SaaS and Customer Success
The question of executive business reviews brings up an interesting debate: are EBRs even necessary? What about QBRs? …
Customer Success
Customer Success Predictions for 2023
In our 2022 Customer Success Year in Review article, we explored a few CS trends that will emerge …
Customer Success
Customer Success Events and Conferences To Attend In in 2023
2023 is here and it comes with new opportunities and challenges. Last year was the first year since …
Customer Success
Aligning with Customer Success – Promoting Cross-Departmental Collaboration
Unaligned goals and KPIs have been a challenge of customer success teams since day one. Sadly, even today …
Customer Success
2022 Customer Success Year in Review – News, Resources & Trends
Depending on who you ask, 2022 has not exactly been a walk in the park for the SaaS …