Articles

There’s a tremendous need for customer success, but unfortunately, not everyone allocates the resources toward implementing a customer success function. According to recent studies, 37% of companies don’t have a clearly defined customer strategy in place. What can we do to remedy this failure?...

The volume of work Customer Success Managers (CSMs) have to deal with has the potential to be infinite. Whether you’re an SMB (small-to-medium business) CSM with 200 customers or an Enterprise CSM with 10 accounts, there’s always one more thing that you can do....

Taking ownership of the book of business is critical for a Customer Success Manager (CSM) to be effective. This involves having a clear understanding of which customers should be engaged and ensuring that strategic guidance is provided in a timely manner....

The art of storytelling is an ancient practice that has evolved over thousands of years and is by no means slowing down. From the intergenerational legacy of its oral tradition, to physically turning a novel’s printed pages, it’s a craft that continually provokes intimacy....

Building out a world-class customer success team can be tricky. How do you know the number of people you need? At what point should you tackle customer success enablement? What key components should you focus on?...

When I first started as a Customer Success Manager (CSM), one of the most challenging parts was identifying up-sell opportunities to grow current clients. There’s no doubt that there are so many different upselling techniques....

Thank you for choosing to read my article on leveraging technology to balance scale and personalization. My name's Mary Poppen, I'm the Chief Customer Officer at Glint, now part of the LinkedIn family....

“Just input the API key into the POST API field, delete all of the HTML lines above it, and hit refresh,” the support agent said. “Excuse me, W H A T?” I hollered into the phone. Doesn’t that sound like every customer service call EVER?...

My name's Daniel Shimoni, and this article is a step-by-step guide for leveraging customer feedback in order to create great products. Obviously, this is a pretty loaded subject, but don’t worry! I’m going to break it down into a few easy-to-digest talking points....

A customer roadmap can be volatile. From customer onboarding and the implementation stage to customer retention or a potential conflict stage, there are multiple avenues the customer could take in their journey. As a customer success professional, the one you want to focus on is value....

Onboarding new customers are one of the activities a Customer Success Manager (CSM) has to do with varying degrees of regularity....

There are three certainties in life: Death, taxes, and product marketers being reminded to address their customer needs. Sure, you can be easily forgiven if you’re sick of hearing this time and time again....

September 2021 was marked by another of the Sales Enablement Collective's insight-driven Chief Revenue Officer Summits. The group had a fascinating, hour-long conversation on how positive company culture is at the heart of continuous, repeatable revenue growth in an organization....

I'm Daniel Goldfeld. I'm based out of Tel Aviv, where Perimeter 81 is headquartered. I've been the Global Vice President of Customer Success at Perimeter 81 for the last two years or so....

It’s no secret that we’re in the middle of a SaaS revolution. Okay, so you might think we’re a little biased, but according to Gartner, the industry is set to be worth $171.19B by the end of 2022. 📈...