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

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

We’ve made a new list for 2024! Check it out here. 2023 is here and it comes with …

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 …

Customer Success

Using Customer Success Analytics vs Product Analytics

According to Forrester Research, more than 72% of companies state that improving customer success is their first priority. …

Customer Success

8 Budget-friendly Customer Success Tactics You Can Try Today

Businesses have ups and downs. And it’s a given that budgets will also rise and fall as business …

Customer Success

8 Common Mistakes When Building Customer Success Teams

By now, you must have read more than a few articles about how to build the perfect customer …

Customer Success

6 Inspiring Customer Success Stories of Focus, Loyalty, and Teamwork

Customer success is a field where stories abound. And most of them are great! Today, in this article, …

Customer Success

Why Implementation isn’t Onboarding

Sales just closed a HUGE deal and handed it over to you, the customer’s new CSM. With a …

Customer Success

The Ideal Sales to Customer Success Handoff

Imagine a perfect sync between your customer success and sales departments. For some, it’s a good dream. For …

Customer Success

How Customer Success and Product Management Teams Can Work Together

Customer success working closely with the product team can seem like a luxury for most companies. But it …

Customer Success

The 13 Most Eye-opening Customer Success Webinars | 2022 List

Since the CS world is constantly full of brilliant talks, we know many of you’ve been waiting for …

Customer Success

What Is Customer Effort Score and How Is CES Calculated?

It is commonly believed that customer loyalty is reached through great, delightful customer service. But it was later …

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