Articles

The tech landscape is advancing... fast. And dealing with the aftermath of a global pandemic? That's a lot to deal with. Navigating the complexities of employee engagement and leadership presents a unique set of challenges and opportunities....

Content plays a vital role in the customer success process. Not only does it answer key questions your users may have about your product, but it also helps you establish trust, build stronger relationships, boost engagement and retention rates, and nurture advocates for expansion and referrals....

Companies simply cannot afford major investments without clear financial justification and expectations of strong returns. The days of gut decisions and "trust-me" pitches are over, particularly in the current economy....

There's a colossal difference between leaders and managers. While managers are there to enforce processes, ensure compliance, and make sure people are hitting their KPIs, leaders work for their team...

Freemium services showcase the value of products and services to non-paying customers and turn them into paid customers. In this article, we explore how to onboard freemium customers....

If there's one thing to be said about customer success, it's this: it's all about building strong, lasting relationships. To do this effectively, you need to clearly understand your customers' needs, challenges, and goals. This is where data visualization and storytelling become critical skills....

Digital customer success is about much more than implementing tools; it's about crafting meaningful, timely interactions that guide customers effectively through their journey with your product or service....

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....

Customer segmentation is a fundamental strategy for any customer success team. It's like building a bridge. Just as you wouldn't start building a bridge without a blueprint, a customer success team shouldn't start their work without a clear understanding of their customer base....

Connection is important – it stems from a desire to understand one another. Learning your colleagues’ goals, how they’re measured, and what’s most important to them is going to be key to getting what you want. And the same applies to you....

In business, any key stakeholder wants consistency and positive outcomes. That’s why getting ahead of problems and fixing them before they manifest is a corporate superpower. And in a subscription business, retention is king....

Product is really hard. It's hard to make sense of it, with every part of the system impacting others. But there are tactics teams can try – even in difficult systems – to drive success by shipping quality, customer-focused products....

Looking for strong, sustainable growth? Look no further than these top 10 tools for customer retention....

You’ve probably heard a few statements about how customer success is not customer support, and that’s correct. I spent the early years of my career in customer support, and I can confirm they are distinct....

Trying to coordinate meetings and stay connected with contacts can make CSMs feel like they're being pulled in too many directions. The State of Scheduling report offers invaluable insights into how scheduling automation can significantly benefit customer success teams, and businesses as a whole....