Articles

Being able to call 24/7 customer support, irrespective of your timezone might be something we take for granted, but it’s the result of a strategic approach called offshore support....

If you do so much as a quick Google search, you’ll find many stories about people taking the education-to-customer-success pipeline. But why is this? And what are the most common steps taken along the way?...

What should customer success prioritize and monitor when it comes to their department goals within the experience umbrella? That’s what we’re here to explore....

The customer success community has been in a heated battle about whether or not we should drive the revenue train. The debate is over, and here’s the verdict: we are revenue generators – so all aboard the Expansion Express. I suggest we start in the bar car, with snacks....

Imagine you’re on a flight. The pilot announces two options: “We can use AI to assist me throughout the flight, or I can switch on full autopilot and join you for coffee in the cabin.” Which would you choose?...

If you’re looking for polished tales of flawless execution, this isn’t it. Instead, these authentic stories reveal how scrappy, resourceful strategies can deliver results – and they’re within everyone’s reach....

First impressions really matter. Effective onboarding ensures customers hit their first “aha!” moment quickly. But, how do you build an onboarding process without burning out your team or your customers?...

Interested in a career in customer success? You should be. Customer success is quickly becoming one of the top career paths around the world.  In 2024, before you consider tax and without including bonuses and stock, the global median baseline salary for a CSM is $75,000....

From resolving technical glitches and managing emotional customer interactions, customer support is the invisible force that can make or break a company's reputation. For such a pervasive role, it begs the question: what actually is a customer support manager?...

Customer engagement and collaboration between marketing and customer success have never been more critical – or more challenging – than today. In this article, discover Philips’ journey toward audience-centric marketing....

ROI isn't just about money – it's a way of saying, "Hey, look how awesome this is for you!" It tells a story of how your product delivers measurable results, improves processes, and brings value to both businesses and customers....

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....

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....

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....

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....