Customer Success: 23 in 2023 – Make your nomination

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....

A career transition can mean a multitude of things. It could mean moving into a leadership role i.e. going from a CSM to a Director of Customer Success. It could also mean joining an entirely different organization, and starting a CS function from scratch....

Onboarding new customers are one of the activities a Customer Success Manager (CSM) has to do with varying degrees of regularity....

While starting a new role is exciting and poses a fresh bank of possibilities, it’s not always an enviable position when you step into someone else’s shoes. This is especially true when you’ve got to build new relationships with your predecessor’s team....

There are many ways to measure the growth of a business. But while you might want to focus on something like revenue, profit margins, brand awareness, or lead conversions as a CMO, at the end of the day there's one thing a company needs to grow more than anything: customers....

For those of us who thrive in pragmatism and proactivity, having the means to judge whether an aspect of your life was going good, bad, or just plain average, would be a blessing sent from above....

Do you think customer advocacy and customer marketing are one and the same or are they two different buckets? This goes back to the idea that people do not like being sold to. I'm certainly not a big fan of being marketed to....

On October 13-14, the Customer Success Festival Virtual will bring together the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges....

There are three certainties in life: Death, taxes, and product marketers being reminded to address their customer needs. Sure, you can be easily forgiven if you’re sick of hearing this time and time again....

The thoughtful implementation of AI-enabled customer success platforms can greatly enhance Customer Success Managers’ (CSM) ability to maximize the value of customer data and ultimately help reduce churn and improve the overall health of client relationships....