Ones to Watch in Customer Success 2025

I’m sick of the conversation around churn: talking about customer success interchangeably with “preventing” churn. The more we talk about “stopping” churn or “stamping it out,” the more we reduce the CS function to a reactive, digitized, firefighting service – and it’s not that....

Jyo Shukla's mindset for customer success she has cultivated over the years is based on two core elements: The basic need for social interactions, and the growth model your company follows....

Catch up with every session from Customer Success Festival Chicago 2024 and hear from the likes of Cision, Morningstar, Salesforce, G2, and more....

With businesses tackling complex processes and embracing digital transformation, it’s not enough to simply provide software solutions – true success comes from ensuring customers derive measurable value from their investments. This is where adoption becomes a game-changer....

Benchmark your pay against hundreds of global CS professionals. Every day, customer success professionals like you shape the future of client relationships. But are you being valued fairly for your impact?...

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....

How do companies survive the risks of churn while maintaining pricing equilibrium to stay afloat in the market? Well, it all comes down to customer support, customer success, and their roles in fostering customer satisfaction....

Catch up with every session from Customer Success Festival Sydney and hear from the likes of Dynatrace, Oracle, Adobe, Hibob & more....

An outline of the vision, mission, values, and success criteria for your CAB while providing actionable steps for member selection, engagement, and key outcomes....

Leadership roles can feel like you must shift your priority from yourself to your team or company. But the opposite is true. Nils Vinje explains that good leadership starts with prioritizing yourself....

One of the most complex yet often misunderstood aspects of customer success is implementation. It's the critical bridge between sealing the deal and driving long-term adoption – a phase that sets the tone for the entire customer relationship. But implementation isn't onboarding, nor is it adoption....

The ballots have closed and the anticipation is building as we get set to honor the top achievers in customer success at this year's Customer Success Awards....

Customer success practitioners – unite! We're compiling a shortlist of customer success aficionados that'll shine a light on those in the CS community who are predicted to make big waves in 2025. Know someone who fits the bill? Give them the kudos they deserve. 🎖...

There's more to CRM and CS than the basics, so working on these together can prove a challenge. Monica Flaherty, Global Business Strategy Leader at Microsoft, has a ton of experience working as a CS leader in the CRM space....

Customer success has shifted from a supportive function to a key driver of business growth and profitability. In this article, discover how GoCardless has monetized CS....