Grace Gupta

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)....

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

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)....

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....

If the turmoil and upheaval of the last two and a half years have made anything clear, it’s to expect the unexpected....

The customer success community is one of the most interactive and enthusiastic online professional communities in the world. We love it. So it’s no surprise that we want to shine a light and hear from the people at the core of this community. Introducing…CSC’s 23 in 2023!...

They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS)....

For any Customer Success Manager, your customer's data is a treasure trove of behavioral insights. When implemented effectively, data can spearhead your CS function and set you up with the tools to proactively engage with your customer base....

It may seem oxymoronic to see the terms ‘customer success’ and ‘books’ within the same sentence. After all, customer success is predominantly a business function that thrives in digital subscription products (SaaS)....

Jenna Chau is the Head of Customer Success at Invelo. Back in October 2022, Jenna attended our Customer Success Festival in Boston, and in this case study, she discusses the key outcomes and what she found interesting....

Since the global pandemic, have you noticed your organization change its focus toward customer retention and engagement programs? If that's the case, wouldn't it be nice to have a course that would provide you with the exact blueprint for driving results in your organization?...

Transferrable skills have become a bit of a recruitment buzzword, but we promise it's for a good reason. Customer success is a multi-disciplinary field that requires a variety of skill sets....

Like most things worth a dime of your time, customer success isn’t bridled with a black-and-white, two-dimensional definition. There’s a whole lot more to the genetic makeup of CS than meets the eye. But what is it like to actually work in customer success?...