Customer Success

Welcome to our Customer Success category, the heart of our blog! Here, you’ll find a comprehensive collection of articles dedicated to the ever-evolving field of customer success. Our mission is to empower customer success managers (CSMs), executives, and teams with the knowledge and tools they need to drive customer satisfaction, loyalty, and growth.

In this section, we delve into a wide range of topics, from foundational principles to advanced strategies. Discover actionable insights on customer onboarding, retention, engagement, and expansion. Our expert contributors share their experiences, tips, and best practices to help you build and maintain strong, lasting relationships with your customers.

Customer success is not just about solving problems; it’s about proactively ensuring that your customers achieve their desired outcomes. Learn how to leverage data, technology, and innovative approaches to anticipate customer needs and exceed their expectations. Whether you’re looking to refine your customer success processes or implement new initiatives, our articles provide valuable guidance and inspiration.

Explore real-world examples, case studies, and thought leadership pieces that highlight the impact of effective customer success strategies. Join our community of customer success professionals and stay ahead of the curve with the latest trends, tools, and techniques. Dive into our Customer Success category and start transforming your approach to customer success today!

Customer Success

Customer Success Uncovered 2024 (CSM Insights Report)

Get the inside scoop on what CSMs really think about their jobs, salaries, and career prospects, as well as the current state of the customer success industry.

Customer Success

Top 14 Customer Success Events and Conferences to Join in 2024

The first month of 2024 is already gone! Have you decided which customer success events and conferences you …

Customer Success

Challenges of Talent Acquisition and Retention in CS Teams

The Impact of CS in Today’s Businesses In today’s dynamic business landscape, Customer Success takes center stage, captivating …

Customer Success

2024’s Top Trends in Personalized Customer Service in the Age of AI

According to the Forbes Advisor survey, more than half of businesses (56%) are using AI for customer service. …

Customer Success

2023 Customer Success Year in Review – News, Resources & Trends

2023 was wild. Will 2024 be the same? Let’s find out: we’ve got articles, books, predictions and many insights from customer success’ leading voices.

Customer Success

What’s the Cost-Benefit Analysis and How You Can Make the Best Use of It in SaaS & CS

When you’re looking to prioritize customer requests in customer success, it can be challenging to find the correct, …

Customer Success

Customer Sentiment Analysis: What’s It All About and Why You Need It

While attracting new customers is great, it’s only half the story. The true challenge comes in retaining them. …

Customer Success

How to Improve Your Customer Journey with a Customer Success Platform

Examples on how to improve the customer journey and leverage data with the help of a customer success platform; free ebook download.

Customer Success

How to Prioritize Customer Needs and Stick to Your Budget

Prioritizing customer needs comes down to cost vs impact – but implementation will always depend on both CS and Product teams. Here’s what to consider.

Customer Success

SaaS Customer journey challenges and how to overcome them

Navigating the SaaS landscape? Then you know the customer journey isn’t merely a series of touchpoints—it’s the linchpin …

Customer Success

The SaaS Customer Segmentation Guide for CSMs

Picture this: It’s the holiday season, and you’re faced with the delightful challenge of picking the perfect gifts …

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 …

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

Master Customer Success Operations through Data-led Growth

In an ever-increasing number of insights we can pull from our survey on quiet quitting, we found that …

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