Articles

Breaking through to the C-suite in any business function is often regarded as the ultimate milestone. For customer experience and customer success leaders, forging strong connections with the C-suite isn’t just beneficial – it’s mission-critical....

The ability to provide constructive feedback to your team is an important skill that any customer success leader must master if they’re to build and retain a high-performing team....

The world is full of age-old questions that continually spark, often heated, debates. But to tap into one of the biggest quandaries of the SaaS zeitgeist… who should own customer renewals? Should it be sales? Customer success? Account management? Or perhaps a specialist renewals role?...

Customer experience (CX) and user experience (UX) are two facets of the overall interaction and engagement customers and users have with a brand or product. Sure, both of these terms sound like they’re cut from the same cloth, but they’re interestingly pretty distinct....

The metrics we use are not just numbers on a page; they're the musical score that guides the orchestra, ensuring that each note resonates with precision and grace to create a captivating experience for our audience—our valued customers....

Wondering how to educate your executive teams on the importance of customer success? Curious about navigating career paths to the CCO role? What about balancing revenue and profit, and integrating support and services into the customer journey?...

Are customer success teams – who are bringing in revenue growth via account expansion for upselling, cross-selling and renewals – being compensated with a commission on these sales?...

Customer Success Managers are a company's soldiers on the frontline of customer interactions. It'll come as no surprise that having this unique ear to the ground makes them ideally positioned to identify areas for driving revenue and expanding accounts....

I've come to realize that the bedrock of any transformative strategy is deeply embedded in the rich soil of customer experience research. It's a realm where data and human experiences converge and, when harnessed, can unlock untold potential for innovation and growth....

Hiring the right Head of Customer Success? Well, that’s crucial for any organization looking to enhance customer satisfaction, reduce churn, and drive growth. This guide presents 19 key interview questions designed to assess candidates for this vital role. Each question is accompanied by:...

From the early days of SaaS to the post-pandemic world, the landscape of customer relationships has dramatically shifted. That’s really what this article is about; I want to share my personal journey and make a case for why Chief Customer Officers (CCOs) should own revenue....

CSMs vs Account Managers: Not just a rebrand. Customer Success Managers aren't just Account Managers in SaaS clothing. These roles are distinct, each with unique responsibilities and impacts on business growth....

The age-old debate of customer retention versus acquisition remains a pivotal discussion point for marketers, entrepreneurs, and executives. Both strategies are crucial for growth, but determining which should be prioritized can significantly impact a company's success....

If you're preparing for a Customer Success Manager (CSM) interview – whether you're an applicant or a hiring manager – this comprehensive guide will provide valuable insights into the key questions you might encounter or should ask....

Like all data collection about people, surveys are a tool that can be misused – and boy, do we know the eye-rolls they can induce! When done right, surveys can be your secret weapon. This article will divulge seven proven strategies to make your surveys truly worthwhile....