Membership content

A structured framework that helps organizations assess how advanced and effective their customer experience operations truly are....

When I think of AI, things that come to mind are often from movies like Minority Report (2002), where predictive data puts people...

A ready-made questionnaire designed to help you understand users’ first impressions of a new product feature....

Why are we even having a conversation about "getting a seat at the table"? Here's what I'd hazard a guess at: in customer success, we're very helpful people and maybe too busy focusing on the jobs we have to do for our customers that we don't focus enough on advocating for our own careers....

It's no longer enough to offer a great product; you must clearly and consistently demonstrate exceptional value....

a user experience (UX) measurement model to help teams evaluate the quality of their product experience by focusing on key user-centered metrics....

A practical guide to deliver enterprise-level customer success on a startup budget using smart workflows, integrations... and your existing CRM....

Master post-sale relationships. Use this 30/60/90-day plan, 10/25/100 outreach method to retain clients and grow ARR....

A structured framework designed to ensure a smooth transition between the sales and customer success teams once a deal is closed....

A set of ready-to-use email frameworks designed to help you introduce product updates to customers and guide them through adoption....

Are you feeling beaten over the head every day with AI talk? In this article, discover a clear strategy for using AI to create value....

A strategic tool that helps businesses plan, track, and refine their efforts to attract, convert, and retain new customers....

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

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

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....