When I first started as a Customer Success Manager (CSM), one of the most challenging parts was identifying up-sell opportunities to grow current clients. There’s no doubt that there are so many different upselling techniques....

If there’s one thing we’re sure of now the ballots have closed for this year’s Customer Success Awards, it’s that there’s a lot of admiration across the customer success community in 2022....

“Just input the API key into the POST API field, delete all of the HTML lines above it, and hit refresh,” the support agent said. “Excuse me, W H A T?” I hollered into the phone. Doesn’t that sound like every customer service call EVER?...

Customer success practitioners – unite! We're compiling an end-of-year report to shine a light on those in the CS community who are predicted to make big waves in 2023. Know someone who fits the bill? Give them the kudos they deserve. 🎖...

My name's Daniel Shimoni, and this article is a step-by-step guide for leveraging customer feedback in order to create great products. Obviously, this is a pretty loaded subject, but don’t worry! I’m going to break it down into a few easy-to-digest talking points....

A customer roadmap can be volatile. From customer onboarding and the implementation stage to customer retention or a potential conflict stage, there are multiple avenues the customer could take in their journey. As a customer success professional, the one you want to focus on is value....