Articles

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....

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....

When a customer success manager (CSM) leaves their company, moving on to pastures new, there’s a real threat to the stability of the client accounts they’re responsible for. When a trusted point of contact departs, it can shake customer confidence and loyalty....

The structural change of mergers and acquisitions is felt keenly by CSMs. As customer-facing professionals, they're weathering the storm from both angles; they're employees but also the trusted advisors who customers turn to....

Chief Customer Officers (CCOs) must pivot from an inside-out, company-centric approach to an outside-in, customer-centric strategy. But this is no minor adjustment – it's a fundamental reimagining of how we define and drive customer success....

We've all heard about empathy in customer success, right? But EQ? That's something that needs to be discussed more, and I believe it's absolutely crucial in our field....

Figuring out what it takes to turn a good team into a jaw-droppingly great one isn’t as easy as you’d think. I've spent the last 12 months diving deep into the world of high-performance cultures. What I discovered was both enlightening and frustrating....

At LinkSquares, we've undergone rapid scaling over the past few years, and if there’s one takeaway from this exceptional growth, it’s that you cannot underestimate the power of data in driving customer success....

Good teams have processes in place to make them better at their jobs. Great teams have enablement strategies to support and empower them. CS enablement focuses on providing customer success teams with the tools, resources, and knowledge they need to excel in their jobs....

For subscription businesses these days, it’s not enough to merely provide a product or service – that’s pretty one-sided. To cut through the competition, you must strive to cultivate a partnership that drives mutual success. Both you and the customer need to benefit from customer success....

Regardless of industry vertical, it’s the question on everyone’s mind: Will my job still be here in 20 years, or will it be replaced by AI? The long and short of it is no, AI won’t wipe out customer support managers and customer service agents....