Best Practices

SaaS renewals are essential to maintaining revenue levels. An easy way to drive them is by implementing dunning emails. We’ve got 9 more awesome tips and ideas inside.

Guide on the ins and outs of customer engagement and how you can develop a strategy to increase brand loyalty and trust.

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.

Live chat software is an ideal solution for an effective onboarding process and to accompany your churn rate reduction strategies & drive customer success.

Conversational text messaging is a technique of engaging with a contact one-on-one after they replied to a brand’s message. See the benfetits and advanteges of trying it.

By investing in your business, a customer has given you the responsibility and opportunity to provide excellent service. …

Investors have various areas of focus on the expectations of the SaaS (software as a service) companies they’re …

Learn the difference between customer retention and customer loyalty. Don’t just fight decline, but drive business growth.

Various factors, from the pandemic to the Millennial desire for a greater work-life balance, have led to businesses …

Customer success and support teams at large enterprises must engage with thousands of customers every day. Each interaction …

When you think of customer service, what’s the first thing that comes to mind? It’s often a telephone …

A list of in-depth Customer Success Manager interview questions to check that your candidate understands churn, stress, upselling & everything else!

Advice and tips from 15 CSMs from all over the world on how to be a good Customer Success Manager.

How ab marketing complements Customer Success and examples of account-based marketing tactics you can use across departments.

Insightful interview with Peter Sterkenburg on customer success best practices he learned in his experience as a Customer Support and Customer Success representative.

How to face the challenges of calculating customer success ROI within the ever-changing SaaS industry with examples and guide

A round-up of customer success stories on how industry leaders measure ROI and best practices on calculating it individually for customer success managers.

80% of customers say the experience a company provides is as important as its products and services. Still, …

Shopify’s onboarding process should be an example for CSMs. After all, they wouldn’t have become the most popular …

Jobs in customer success are trending so here are 14 top-level customer success managers with some precious advice for those who want to start a career.