Ones to Watch in Customer Success 2025

We at Microsoft deliver some of the best practices around adoption and change management, especially as it relates to customer success. In this article, I’m going to share some of the insights I have gained in my role as CSM....

Ensure customer education content is accurate and up-to-date by implementing a structured approach for content creation, review, and maintenance aligned with product best practices....

Customer success is often said to be going through a golden age. All you have to do is look at Vista's acquisition of Gainsight for $1bn back in December 2020 to see proof of that....

Retaining customers is much cheaper than acquiring new ones and goes a long way in building meaningful customer relationships that pay off in ways that benefit your brand, reputation, and bottom line....

In this week’s episode of CS Connect, our resident host Vish is joined by the one and only – the legend that is – Michelle Wideman. As Chief Customer Officer at data integration platform Onna, Michelle is part of the burgeoning number of CS leaders currently repping customer success in the C-Suite....

As you probably know by now, retaining customers is much more cost-effective and valuable to a B2B brand than acquiring new ones, in fact, five times more cost-effective....

Historically siloed as a post-sales function, CSMs possess deep wells of knowledge about their existing customers that can move the needle for sales teams and help secure new deals. In many ways, customer success is the ultimate sales enablement strategy....

Like any customer-facing role, customer success should not be taken lightly. It isn’t just about ensuring customers reach their goals, It’s about building relationships with people, educating them, empowering them, and seeing them become as successful as they can be....

In two instances in my career, I’ve joined start-ups as the first hire for sales and customer success when the entire company was less than 15 employees strong....

Boost customer retention with social media, get advice for customer success and learn how to transition into a managerial role in this month's edition of CS Scoop....

Customer retention is vital for business growth, and while it’s inevitable that some customers will call it a day, keeping your churn rate low should be top of your agenda....

Making your SaaS company stand out in an increasingly competitive world isn’t easy. As technology continues to evolve, customers are searching not just for the best selection of features, but an amazing experience too....

The transition from individual contributor to management isn’t exactly the simplest one; there are some fundamental shifts that you need to make when you go from dreaming about this career move to making it a reality....

In the State of Customer Success report 2021, we dissected the customer success model in terms of its functionality, how it’s measured, and the way it co-exists within the infrastructure of a modern business. But what is it actually like for a person to work in customer success?...

Ever curious to know the New Year’s resolutions and reflections of the leaders in the CS community, we asked Mimi Fernandez, Minna Vaisanen, and Subha Shrinivasan a few questions to mark the end of what’s been a phenomenal year for customer success....