Articles

As a CSM, figuring out the best way to interact with customers can be a challenge. You don’t want to bombard them with emails or product updates, nor do you want to leave them in the lurch. This is where high-touch and low-touch engagement models come into play....

Despite the ever-growing foothold of customer success within the SaaS industry, an estimated 37% of SaaS companies still don’t have a customer...

Discover the key differences between Net Revenue Retention (NRR) and Customer Retention (CR), why these retention metrics matter for SaaS growth, and actionable strategies to boost your customer success efforts....

CSMs find themselves caught in the crossfire of internal and external challenges, circumventing obstacles that too often mirror their clients’ struggles – preventing them from doing their roles. But what are the most common internal and external challenges or barriers to customer success in 2025?...

At Customer Success Collective, we love hearing from Customer Success Managers. In fact, we’re obsessed with them and the work they do; our small contribution is to create a hub of educational resources for global CS enthusiasts....

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?...

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....