Ones to Watch in Customer Success 2025

Nothing beats real-time conversation for connecting with new customers during onboarding. Sure, self-serve documentation and training materials play an important role in onboarding, but live sessions? Now they're a real game-changer....

I think we can all agree that poor customer service is a universal experience, but how do we learn from this, to ensure our customers don’t fall victim to the same failures? By practicing deep listening....

My name's Melissa Logothesis and in this article, I'll be discussing knowing your customer and preparing customer success plans. I have over 15 years of customer success experience, I have managed accounts as well as built out customer success teams from the ground up....

Max Smith-Gee, Head of Customer Success at Simpo took the time to answer some burning questions on everything from onboarding to aligning the sales process to customer journeys....

There are several strategies for retaining customers (many of which we’ve written about) that can help transform your bottom line, but today we’re going to focus solely on the importance of building lasting relationships with your customers....

Customer feedback and win-loss interviews are among the most effective ways to gain a firm understanding of how your product has been received, and how you can make changes, where needed....

It doesn’t matter if you’re a B2B consultancy with a handful of major clients or a FMCG brand with millions- if you can’t get people coming back for more then you won’t be around for long. This in depth guide shows you how to do just that....

In this Q&A, Swati Chopra from McAfee discusses the pillars of customer success strategy. Plus, her key steps for overcoming retention issues....

In this Q&A, Christopher Simpson of Direct Commerce discusses client engagement in the digital era. Plus, his views on customer success in 2021....

Isabel Ruiz of Pluralsight joins us for a pre-festival Q&A about your customer success toolbox and what you need to keep your users happy....

Believe it or not, there’s quite a lot in common between customer success and product management. Both have the ability to work wonders for your SaaS product. This guide walks you through how to use them to get a dream team....

What should you do when a customer cancels? Accept it, or try to win-them back? This guide has 10 tactics for getting your subscriber back....

SaaS is all about keeping your users happy and making sure they achieve their goals. But the path to customer success isn’t easy—that's where our strategy will save your day....

We caught up woith Rodrigo Stoqui, the Growth Manager for Success at Pipedrive, about using PLG to achieve the three Es (engagement, escalations,...

Lots of customer retention—the ultimate goal for SaaS businesses like yours. Keeping churn rates low and long-term subscriptions ticking over is what...