State of Customer Success 2026 Report

Not all forms of engagement are created equal. Understanding the distinctions between customer engagement and community engagement is crucial....

In this episode, we're joined by Roger Mendez, Global Leader of Strategic Programs, Customer Success & Acceleration at Cisco, about the critical role of customer success operations, AKA "CS Ops."...

No business can retain every one of their customers. Nonetheless, this doesn’t mean you can’t put measures in place to reduce churn, in a bid to keep your all-important customer base intact....

Quarterly business reviews, or QBRs, have long been a staple in the post-sales playbook. However, the role and format of these meetings are evolving. Many customer success leaders look to drive more strategic value and alignment with their clients....

Learn more Enjoyed this video? Why not check out some related reading 👇 What’s the next stage in the evolution of customer success?...

Finding and defining your purpose in a professional role can be challenging and rewarding. Kelly Paterson, Director of Account Management at Workable, shares the strategies and outcomes of a four-week program designed to help her team discover and embrace their purpose....

Cross-selling is a strategy that encourages customers to purchase additional, related products or services alongside their initial purchase....

Looking to excel as a leader in customer success but not quite sure how to go about it? This eBook is your trusted guide to mastering essential leadership behaviours and creating a thriving, customer-centric team culture....

Most companies would agree that customer feedback is the most effective way to understand your product and the people who are using it day-to-day. However, what they fail to realize is that collecting that feedback is just the beginning....

As a customer success leader, I can't emphasize enough the importance of having a solid onboarding process for new Customer Success Managers (CSMs). Just like we strive to deliver an amazing experience for our customers, setting up our employees for success from day one should be a top priority....

Do you ever wonder how the intricate elements of customer success impact your go-to-market (GTM) strategy? Understanding this relationship is crucial for businesses aiming to enhance customer engagement and drive growth....

As a customer success professional, you know firsthand the constant challenge of keeping customers engaged and motivated throughout their journey with your product or service. Gamification presents a powerful solution to this problem....

Look, there’s a lot of noise online – and offline. So much so that it’s hard to concentrate on the experience right in front of you. Not everyone has the opportunity to spend ages figuring out how to use a new product off their own back, sometimes they need a helping hand....

We’re not mincing our words when we say onboarding new customers is no walk in the park. But an onboarding checklist? Now that's your dream ticket to ensuring a consistent, smooth, and standardized process that doesn’t miss a beat....

When it comes to cultivating leadership skills in customer success, it’s about sculpting a framework of continual growth, understanding, and empowerment in every interaction with our teams and customers....