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 …