When executed properly, in-app messaging can significantly improve the user’s experience; messaging that’s contextual and personalized. This not only improves your chances of converting a lead into a customer, but it can also increase your customer retention rate....

The concept of pay transparency is not an unusual one; far from it. However, along with the almighty trifecta of sex, politics, and religion, the subject of money, particularly how much you make for a living, has always been a particularly taboo topic in ‘polite society’....

It sure would be handy to have a centralized guide, or a handbook, to shine a light on the top principles of customer success... Well, as an answer to your burning hopes and dreams, this is where The Customer Success Manifesto comes into play....

In this article, I’m going to go into detail looking at my customer success journey so far; the data points to track and the benefits of leveraging them in your CS operations; the building blocks of customer success systems and data; how to maximize data to drive further success for customers....

I'm really excited to share the lessons I've learned about account growth from the three startups I’ve worked for. Account growth is part of everything customer success does, so these lessons cover everything I’ve worked for over the past seven or eight years in customer success (CS) and tech....

Use this handy template to get your budget request over the line and mingle with customer success professionals at the Customer Success Festival in Boston. 😎...