Members-only Membership content How customer success can wield the power of storytelling 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....
Members-only CS careers How customer success can thrive in a non-SaaS company 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....
Members-only Onboarding The Customer Success Onboarding Playbook: All Aboard in 7 Steps 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....
Members-only Churn What is the difference between cancellation and churn? 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)....
Members-only CS operations How to build a proactive customer success function based on data 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....
Members-only CS strategy 5 reasons why customer success is more important than ever 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....
Members-only Customer feedback Your go-to guide on how to obtain and leverage customer feedback Feedback can help you identify and understand gaps across your business, and influence the change necessary to improve these products, services, or operations....
Members-only Membership content Understanding how to best utilize critical customer success metrics for your organization 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....
Members-only Articles What do tech layoffs mean for Customer Success Managers? 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....
Members-only The Net Promoter Score® Playbook: All you need to know | Forsta 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....
Members-only CS strategy The psychology behind customer success 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)....
Members-only Podcasts Customer success outside of SaaS | Mimi Fernandez, Beyond BookSmart 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....
Members-only Membership content How to optimize your onboarding process to drive customer lifetime value 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....
Members-only Metrics and data Making the most of customer insights across CS, sales, and marketing Ever wondered how to use customer feedback to build world-beating software and become a household name? Then you’ve come to the right place....
Members-only Articles A customer success professional’s experience of customer onboarding When people talk about customer success, the first thing that probably comes to their mind is helping customers reach their goals. But in reality, in order to get to that point, they need to understand the product from the start....
