Best Practices
How Customer Success Managers Can Use Support Ticket Data To Better Understand The Customers’ Journey
CSMs must review customer support ticket data to understand how customers are really doing and learn to use that data to improve their customer success activities.
Customer Success
Customer Success: Common Fails and How To Avoid Them
Marketers, entrepreneurs, and solopreneurs could consider customer success the be-all-end-all when it comes to their company’s longevity. And …
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Customer Success
Lowering Customer Churn – The Ultimate Guide to Stop Churn Now
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn with examples.
Best Practices
9 Customer Success Automation Challenges And How to Handle Them
80% of customers say the experience a company provides is as important as its products and services. Still, …
Customer Success
Crisis Customer Engagement Plan And Playbooks
The recent crisis is disrupting businesses all around the world. Unless you’re providing a service that’s indispensable (like …
Customer Success
CS In Time Of Crisis – How to React & What to Do
Right now, we’re facing a truly unprecedented situation. The Coronavirus outbreak is affecting all of our lives, families, …
Customer Success
20 Customer Success Courses & Certifications Every CS Manager Needs In 2023
Whether you’re planning to start a new career in customer success or upgrade the skills and knowledge you already …
Customer Success
9 SaaS Customer Success Experts Reveal Their Best Advice
If you’re like many SaaS Customer Success professionals we know, you’re probably deep in 2020 planning. You have a lot …
Customer Success
Want A Better Customer Experience – Align Customer Success And Marketing
Most software-as-a-service (SaaS) companies implement customer success programs to reduce churn. But there’s a reason that McKinsey calls customer …
Customer Success
How To Start A Great Customer Success Program In 90 Days
Have you been charged with creating a customer success process at your company? Maybe you’re the first customer …
Customer Success
Customer Success Vs. Customer Experience — Is There A Difference
If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive …
Customer Success
7 Ways SaaS Companies Can Increase Conversion Rates
Starting your SaaS was a daunting task, but the journey doesn’t end there. You’ve no doubt worked diligently …
Customer Success
The Importance Of Customer Success Documentation
Have you ever read a piece of professional documentation and thought, “Wow, that was very helpful and well …
Customer Success
How To Hire A Customer Success Manager The Right Way
Customer success managers improve the customer experience (CX) of any business. It’s probably the most essential part of …
Customer Success
How To Set Up Your CRM For Customer Success
Of all software your company uses, your customer relationship management (CRM) solution might be the most important one …
Customer Success
How SaaS Startups Can Implement Customer Success
Customer service is and has always been one of the most important facets of businesses – especially for …
Customer Success
The Framework For Developing Customer Success Personas
How do your customers define success with your product / service? If you can’t answer that question immediately, …
Customer Success
Customer Success + Sales Enablement = Better Customer Experience
Where does customer success live in your organization chart? Is it part of customer support? Marketing? Sales? Does …
Customer Success
5 Ways Content Can Boost Your Customer Success
Wouldn’t it be nice if your customer success managers (CSMs) had more time? They could work more closely …
Customer Success
Customer Success Managers Aren’t Just Account Managers With New Titles
Customer success managers and account managers are not the same job, nor are they two sides of the …