Articles

The future of customer support isn't about choosing between humans or AI. This is what the scare tactics want you to believe. In fact, it's about combining the best of both to create experiences that would have seemed like pure science fiction just a few years ago....

Without the right principles in place, even the most thoughtful lifecycle designs will fall short – and fail to deliver the growth your business needs – if they’re not clear, accountable, and operationalized....

CSMs are under more pressure than ever to drive revenue, and that pressure isn’t going away. But a lot of CSMs never signed up for that. In fact, some chose CS precisely because it wasn’t sales. So, how do you balance the revenue expectation without becoming another version of sales?...

The SaaS industry is undergoing a profound transformation. While new customer acquisition has long been the centerpiece of growth strategies, the rising cost...

How can you onboard customers effectively at scale without throwing more people at the problem? The answer lies in a lean, data-driven approach....

Interested in a career in customer success? You should be. Customer success is quickly becoming one of the top career paths around the world.  In 2024, before you consider tax and without including bonuses and stock, the global median baseline salary for a CSM is $75,000....

Despite its popularity, AI still makes some people nervous, specifically when it comes to their careers. They worry robots will replace them. Or they won’t be able to match the efficiency and productivity of AI, putting their position in jeopardy. But AI isn't about replacing human connection....

Right now, customer success is great at growing adoption, usage, and champions. While that's important, it's not enough anymore. To survive and thrive in this new macro environment, CS has to also be seen as a revenue engine....

While starting a new role is exciting and poses a fresh bank of possibilities, it’s not always an enviable position when you step into someone else’s shoes. This is especially true when you’ve got to build new relationships with your predecessor’s team....

Is NPS a meaningful metric, or just a vanity number that looks good in a board deck? Check out this article to find out....

CSMs find themselves caught in the crossfire of internal and external challenges, circumventing obstacles that too often mirror their clients’ struggles – preventing them from doing their roles. But what are the most common internal and external challenges or barriers to customer success in 2025?...

Restructuring isn’t just moving names around on an org chart. It’s about future-proofing your team while keeping your customers engaged and your people energized. But it’s rarely as simple as “announce a new structure and watch the magic happen.” It can be messy, emotional, and sometimes hilarious....

Unlock the secrets to boosting customer lifetime value (CLV) and discover proven strategies for skyrocketing retention, renewals, and expansion rates, and gain valuable insights on optimizing the customer journey....

The age-old debate of customer retention versus acquisition remains a pivotal discussion point for marketers, entrepreneurs, and executives. Both strategies are crucial for growth, but determining which should be prioritized can significantly impact a company's success....

CSMs know that the true measure of success is whether that customer adopts the product and finds value quickly. But how should adoption be driven? Should CS teams continue to rely on manual, relationship-driven efforts or shift toward automation and data-driven workflows to scale?...