Grace Gupta

It’s time to put down your copy of the Wall Street Journal and make way for a new financial publication to pore over during your coffee break. Why? The 2022 Customer Success Salary Survey is available to download right now....

You don’t have to look far in science fiction, be it in books, TV, or film, to find dystopian depictions of artificial intelligence, commonly abbreviated as AI....

“What does the ‘voice of the customer’ mean in business?” you might ask. The voice of the customer programs are methods created by companies to best understand the experience and desires of their customer base through feedback....

What happens in Vegas, stays in Vegas – apart from the priceless insights you’ll be picking up from the Customer Success Festival and bringing back to your company....

In every industry or business function, getting to grips with the lingo can be a little daunting. This feeling can be particularly prominent when confronted with a million different acronyms, something customer success is definitely guilty of....

h, customer churn: a CSM’s very own kryptonite. The process of measuring this attrition is called churn rate, and it’s a figure businesses want to fall somewhere between minuscule and non-existent....

The State of Customer Success Report is back for its second year and is set to illustrate the current landscape of the customer success function....

In June 2022, the Customer Success Festival will assemble customer success champions from the world's largest companies and most exciting startups in Las Vegas. It’s going to be epic, so make sure you attend if you’re in the mood to share success stories, experiences, and the challenges of CS....

The State of Customer Success Report 2022 is coming soon! In 2021, we launched our inaugural State of Customer Success Report and it went down an absolute treat....

Picture this: you’re applying for a new job. After sifting through the job description, you keep seeing the same requirement crop up: ‘must have good time management skills’, usually followed by a necessity to multitask....

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)....

Taking the first step in your customer success career is an experience every CS professional takes at one time or another. No one’s born into a job (trust-fund babies aside), and most are likely moved around until they find the right fit....

Every customer success professional will be acutely aware of how important it is to get customers to use their product. A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription....

In this episode of CS Connect, Microsoft’s Customer Success Strategist, Vish Walia, digs into the magnetic topic of leadership in customer success. He’s joined by leadership expert and CS enthusiast, Nils Vinje....

We asked you for the tools that make you tick, and you answered. We wanted this report to be shaped by the customer success community, for the customer success community....