Customer Success Salary Report 2024

When we talk about culture at work, there are a lot of buzzwords thrown around, but how do you actually achieve a truly culture-driven organization?...

When you think of the three keywords in the title – engaged, happy, successful– which one seems the most significant? Actually, the only one that really matters is success. Once you have a strong roadmap for customer success, those other traits will naturally follow....

If customer success teams are propelling their customers, who are giving the CS teams the helping hand they need to do their jobs? Enter the dynamic duo of customer success operations (CS Ops) and enablement....

Read about better aligning with customer success, accelerating product adoption, and driving user confidence in this month's edition of CS Scoop....

The topic of this article is all about creating an effective voice of the customer program. I’m going to show you some effective strategies for implementing an effective VOC program in a few succinct steps, focusing specifically on...

In this episode of CS Connect, our host and Microsoft’s own Customer Success Strategist, Vish Walia, is joined by Swati Chopra, Senior Director of Customer Success & Support at DocuSign....

When a customer stops subscribing to a product, or a service, it’s referred to as customer churn. While this is primarily used in the world of SaaS, the principles behind churn detection, calculation and strategy can be applied to product subscriptions too....

It’s all well and good to actively seek new customers, but what happens if you ignore your current customer base? Plot twist: they churn. In fact, 68% of customers will go elsewhere if they feel the company they’re buying from doesn’t care about their business....

In this article, I’ll share a practical and actionable renewal management strategy that enables you to identify and escalate accounts at risk of churn....

Much like making a batch of pancakes, your first attempt is never as good as the ones to follow. In fact, we’re big advocates of multiple drafts and taking time to perfect your work....

We want to hone in on the specific economic mechanisms that keep the CS wheels turning. Our upcoming report, the Customer Success Salary Survey 2022, will be a first-rate investigation and analysis into the behind-the-scenes action....

Customer experience is one of the key revenue drivers for businesses. According to a study by PWC, 86% of people are willing to pay more for a great customer experience....

My name is Lawrence Ang, and I work with the customer success team at The Financial Times. In this article, I’ll be focusing on customer communications and engagement. Obviously, I’m basing this very heavily on my own experiences, but there are certainly variations for different people....

Read about the landscape of customer success, challenges faced in modern times, and results on a recent customer success survey in this month's edition of CS Scoop....

Ensuring your customers are all aboard ship and thriving is of particular importance to the field of customer success and retaining customers. But for some first-timers, the options for nailing retention might be overwhelming. Where do you start?...