Members-only Customer advocacy How customer advocacy drives long-lasting customer success Do you know what's the key to building a loyal customer base? It's called customer advocacy, and it's a game-changer for businesses worldwide. So, buckle up, and let us tell you all about it....
Members-only Podcasts How customer success impacts go-to-market with Akash Singh, Software AG In this episode, we're joined by Akash Singh about the importance of customer success in go-to-market (GTM) strategy. We discuss driving adoption, navigating compliance and user privacy, evaluating customer success team performance, and aligning CS compensation with GTM culture....
Members-only Customer success metrics Strategies for customer engagement at scale Matt O'Boyle from Intercom shares his insights and strategies for measuring customer success at scale, monitoring forums, collaborating with product marketing and engaging with lower-tier customers....
Members-only Customer success Your complete guide to customer success If you want to build a business that gives your customers exactly what they want, you need to make customer success a priority....
Members-only Implementation How to optimize your implementation process for long-term success As the VP of Customer Success at Fluke Reliability, ensuring our customers achieve success with our software is my number one priority. Want to optimize your implementation process for long-term success? Find out how Fluke Reliability did just that....
Members-only Membership content Customer success: From support function to revenue-driver Customer success is being redefined within organizations globally. This transformation requires a shift in mindset, from reactive support to proactive success management. In this article, unlock the full potential of customer success....
Members-only Leadership Hiring and developing the best customer success team Whether you're building out your customer success team for the first time or looking to take an existing one to new heights, these strategies and principles will help guide you on your journey....
Members-only Customer referrals How customer referrals can drive loyalty and growth Imagine a world where your most ardent advocates become your most powerful customer success force, effortlessly driving exponential retention and expansion through the sheer power of their enthusiasm....
Members-only Customer advocacy How to make customer advocacy a customer-centric partnership Feast your eyes on a brand-new customer advocacy framework that empowers customers, shifts from one-sided to mutually beneficial partnerships, and leverages customer-led referrals to drive business growth....
Members-only Churn rate How to identify and reduce customer churn No business can retain every one of their customers. Nonetheless, this doesn’t mean you can’t put measures in place to reduce churn, in a bid to keep your all-important customer base intact....
Members-only Podcasts How to onboard a new Customer Success Manager with Jess Galenski, Apryse In this episode of the CS School podcast, we're joined by Jess Galenski, Director of Customer Success at Apryse, to discuss how she onboards her new Customer Success Managers to set them, and their future clients, up for success....
Members-only Customer success careers Lessons learned: The best advice customer success leaders wish they had known earlier How many times have you thought “Ugh! I wish I'd known that”? While you may have had to earn that knowledge the hard way, sharing it with customer success teams navigating similar challenges could save them countless headaches and missteps....
Members-only Membership content From adversaries to advocates: How to drive cross-functional alignment When it comes to cross-functional collaboration, the journey from recognizing adversarial tensions to fostering a culture of advocacy is both challenging and rewarding. In this article, we share strategies for driving cross-functional alignment....
Members-only Customer advocacy The CSM: Transforming clients into passionate brand advocates You know it, I know it – customer success goes way beyond mere service delivery. It's about cultivating deep, meaningful relationships that transcend traditional business transactions....
Members-only Customer journeys How to drive product adoption Every customer success professional will be acutely aware of how important it is to get customers to use their product. A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription....