Articles

Kimberly Ayala , Director of Customer Success (North & South America) at Akeneo, shares insights on merging commercial roles with CS for business growth, detailing challenges, strategies, and rewards....

Customer segmentation is a fundamental strategy for any customer success team. It's like building a bridge. Just as you wouldn't start building a bridge without a blueprint, a customer success team shouldn't start their work without a clear understanding of their customer base....

Connection is important – it stems from a desire to understand one another. Learning your colleagues’ goals, how they’re measured, and what’s most important to them is going to be key to getting what you want. And the same applies to you....

In business, any key stakeholder wants consistency and positive outcomes. That’s why getting ahead of problems and fixing them before they manifest is a corporate superpower. And in a subscription business, retention is king....

Product is really hard. It's hard to make sense of it, with every part of the system impacting others. But there are tactics teams can try – even in difficult systems – to drive success by shipping quality, customer-focused products....

Looking for strong, sustainable growth? Look no further than these top 10 tools for customer retention....

You’ve probably heard a few statements about how customer success is not customer support, and that’s correct. I spent the early years of my career in customer support, and I can confirm they are distinct....

Trying to coordinate meetings and stay connected with contacts can make CSMs feel like they're being pulled in too many directions. The State of Scheduling report offers invaluable insights into how scheduling automation can significantly benefit customer success teams, and businesses as a whole....

The central tenet of any churn prevention strategy is to make your product indispensable to your customers. While a degree of churn is inevitable, there’s so much you can do to minimize its blows to your revenue. And it starts during customer onboarding....

My name is Michelle Wideman. Guess what? I think I have the best job in the world! That’s because I’m the Chief Customer Officer at Onna. Why’s it the best job in the world?...

Customer onboarding can be a complicated process if it’s not executed properly. At GUIDEcx, they know a thing or two about the pains of poor onboarding and the detrimental effects that it can have. They've identified some big onboarding mistakes to spare you from making them yourself!...

We’ve created our very own periodic table of what elements are indispensable to customer success. There are a lot of factors responsible for making customer success work, but mastering them is your one-way ticket to being the best CSM for your clients, your business, and your career....

Nowadays, it's not just about possessing the “right” skills; it's about understanding the nuances of communication, change management, and personal branding....

Your customer success team is the beating heart of the customer experience, so building a high-performing customer success operation must be a top priority for any customer-centric organization....

Client onboarding is usually the first big test of your company’s dedication to customer experience and success. It’s your chance to prove that you can deliver everything the sales team promised and provide meaningful support to your clients. Efficiency is key here....