The Customer Success Onboarding Playbook: All Aboard in 7 Steps

I’m going to share with you the importance of storytelling and how it can impact your day-to-day, especially within the customer success org....

This might sound trite, but there’s nothing more important than putting the customer experience at the center of your business decisions. It will improve your reputation, grow your revenue, and help you retain both your clients and your teams....

All aboard! Revealing industry best practices with the insights of CS leaders, in partnership with GUIDEcx, this playbook will show you exactly how to position your customer interactions during this crucial stage in the customer journey....

When it comes to customer success, one of the most important metrics to track is customer retention. You want to keep your customer base intact to prevent revenue loss. After all, figuring out how to keep your customers aboard ship is the linchpin of software-as-a-service (SaaS)....

Having built customer success teams from the ground up, I can tell you that data is key when it comes to being proactive. In the ever-changing business landscape, it's not enough to just win customers over – we need to anticipate and address their needs to deliver the maximum value possible....

Customer success – it’s a hot term right now. It’s one of the top growing jobs of 2020–2022, with more and more companies leaning in on customer-centric philosophies. Does that mean it’s a fad? The numbers (unquestionably) say no....

Feedback can help you identify and understand gaps across your business, and influence the change necessary to improve these products, services, or operations....

You can only improve what you measure. I’ve been thinking about this a lot lately, and it’s especially relevant in light of all the industry trends we’ve seen over the last few years....

Every day there are more and more stories about people, mostly in tech, getting laid off. It’s not only tech, as things have a tendency to reverberate through nearly every industry. The fear of a recession has a lot of companies getting rid of ‘bloat' or excessive overhead....

Whether you’re new to NPS or it’s been a long-time KPI, this playbook answers the what, why, when + how so you can get the most out of the metric....

Customer success is an ever-evolving business strategy that is at the mercy of one thing: whether or not your customers get the most value from your product. In other words, are they successful? In line with this overarching ethos, it’s fair to say CS is a proactive, outcomes-based function....

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)....

If you want to build a business that gives your customers exactly what they want, you need to make customer success a priority....

For the most part, customer success tends to operate within tech companies that offer a subscription service, and for the most part, our audience will be familiar with B2B companies....

In this article, Mike Lee, Director of Customer Success at PublicInput, and Swati Chopra, Snr. Director of Customer Success, Support & Strategy at DocuSign, talk about why you need to optimize your onboarding process....