The psychology behind customer success

The State of Customer Success Report 2022 is coming soon! In 2021, we launched our inaugural State of Customer Success Report and it went down an absolute treat....

Building strong customer success teams is so important. Every good team has to have a strong strong foundation supporting it! That’s why in this article we’re going to look at the five essential pillars of building successful teams....

Picture this: you’re applying for a new job. After sifting through the job description, you keep seeing the same requirement crop up: ‘must have good time management skills’, usually followed by a necessity to multitask....

To speak in layman’s terms: you build a product, you market that product, you then sell that product, and the customer uses the product. In this most basic form, this is the lifecycle of a product and one that most businesses will follow (to a certain degree)....

Onboarding is one of the most important beginning stages after a sale that a customer can go through. It’s all about setting the right foundations and setting our customers and our businesses up for success....

SaaS is cloud-based software licensing where a customer uses a nifty subscription to get access to a product. Instead of downloading software and installing it to a computer, with SaaS a customer uses an app through the internet browser. Simples....

Taking the first step in your customer success career is an experience every CS professional takes at one time or another. No one’s born into a job (trust-fund babies aside), and most are likely moved around until they find the right fit....

While ‘empathy at scale’ is a beautiful tagline, it's a difficult problem to solve. Why? Customer success is all about ensuring that your customers succeed at using the products that you build....

Did you know that increasing retention by just 5% could increase your profits from 25% to 95%? That’s music to any SaaS practitioner’s ears....

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....

Thanks for ordering your ticket for the Customer Success Festival. On June 23-24, Customer Success Festival will assemble customer success advocates from the...

In this episode of CS Connect, Microsoft’s Customer Success Strategist, Vish Walia, digs into the magnetic topic of leadership in customer success. He’s joined by leadership expert and CS enthusiast, Nils Vinje....

One of the best things to come out of COVID, for me personally, has been the ability to slow down and be more mindful of the present. This has helped me take the time to better understand the context of things I might have previously tried to understand at face value....

The term 'thought leadership' has been a bit of a buzzword over the past few years, but you might be surprised to know the phrase dates back as far as 1887 in a description of an American minister, Henry Ward Beecher....

To stay ahead of the curve, your customers need to understand the latest innovations. Join this webinar to explore why your business should adopt a strong customer education program that increases product adoption, reduces churn, and drives customer loyalty....