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 …
Customer Success
The Difference Between Customer Success And Customer Support
In today’s fast-paced and highly competitive world of B2B products and SaaS offerings, we see the terms “Customer …
Customer Success
How To Measure Customer Success
Measuring the success of any business program requires an understanding of both goals and metrics. Customer success is …