Articles

Customers expect meaningful experiences. It’s one of the big shifts in user experience over the last decade—right from the opening phase of the sales funnel, through to your onboarding process, you need to impress your prospects and customers....

When executed properly, in-app messaging can significantly improve the user’s experience; messaging that’s contextual and personalized. This not only improves your chances of converting a lead into a customer, but it can also increase your customer retention rate....

In this article, I’m going to go into detail looking at my customer success journey so far; the data points to track and the benefits of leveraging them in your CS operations; the building blocks of customer success systems and data; how to maximize data to drive further success for customers....

Good customer success is more about giving customers what they need as opposed to what they want. Of course, the kind of folks who can deliver on this is often a rare breed. Here are the top 7 questions for hiring customer success managers....

Customer segmentation is a fundamental tool in a customer success professional’s artillery; the process can provide invaluable consumer insights, streamline mass customization, help teams hone in on niche marketing opportunities and improve brand loyalty and customer engagement....

Oftentimes, companies discount the price of their products to drive sales; in fact, research conducted in recent years has confirmed discounting is the top pricing strategy for retailers across all sectors....

To create a seamless experience, it is crucial to integrate customer success with tech support through a unified ticketing system. This integration ensures that support issues feed into long-term customer profiles, improving ongoing service and customer satisfaction....

The customer journey is rarely seamless. But if you’re not utilizing customer data to address where customers are churning, it can be difficult to know where to start when fixing it....

Business competition can be fierce, especially in fast-moving markets where customers often shop around. Competitors are not always there to pull you down the ladder, but to serve as a dynamic tool to help you evolve as a business and improve your business strategies....

We all know that effective collaboration is the key to success in any organization. However, sometimes collaborating across departments is easier said than done....

The customer journey is typically a visual representation of a user’s journey with an organization, and how they interact with it at various points over time and across channels....

SaaS is cloud-based software licensing where a customer uses a nifty subscription to get access to a product. Instead of downloading software and installing it to a computer, with SaaS a customer uses an app through the internet browser. Simples....

Taking the first step in your customer success career is an experience every CS professional takes at one time or another. No one’s born into a job (trust-fund babies aside), and most are likely moved around until they find the right fit....

Did you know that increasing retention by just 5% could increase your profits from 25% to 95%? That’s music to any SaaS practitioner’s ears....

The term 'thought leadership' has been a bit of a buzzword over the past few years, but you might be surprised to know the phrase dates back as far as 1887 in a description of an American minister, Henry Ward Beecher....