CS strategy

At LinkedIn, we try to optimize for touch points that happen across and within different teams, as well as investments in productivity, systems, and tools to help us scale more efficiently over time....

Can outcomes-based thinking really revolutionize your customer success strategy? “Outcomes” hasn't quite become a buzzword, but it certainly is thrown around a lot in the customer success community....

Are you underestimating the power of customer success plans in your client interactions? Well, get ready to see their true potential in enhancing customer relationships and driving results....

In this article, I'm going to share how I got here and the seven lessons I’ve learned along the way so that you too can build a killer customer success function for your startup:...

Ensuring your organization has everything in its toolkit to enable customer success has never been more important. Nearly 90 percent of service leaders agree that customers have higher expectations than they did in previous years, and that number continues to grow....

Customer success – it’s a hot term right now. It’s one of the top growing jobs of 2020–2022, with more and more companies leaning in on customer-centric philosophies. Does that mean it’s a fad? The numbers (unquestionably) say no....

To speak in layman’s terms: you build a product, you market that product, you then sell that product, and the customer uses the product. In this most basic form, this is the lifecycle of a product and one that most businesses will follow (to a certain degree)....

If the turmoil and upheaval of the last two and a half years have made anything clear, it’s to expect the unexpected....

For any Customer Success Manager, your customer's data is a treasure trove of behavioral insights. When implemented effectively, data can spearhead your CS function and set you up with the tools to proactively engage with your customer base....

At the Future of SaaS Festival in June 2022, Michael Hill, Strategic Customer Success Manager at Madison Logic, led an expert panel discussion on the importance of customer success within your organization's SaaS model....

There’s a tremendous need for customer success, but unfortunately, not everyone allocates the resources toward implementing a customer success function. According to recent studies, 37% of companies don’t have a clearly defined customer strategy in place. What can we do to remedy this failure?...

The volume of work Customer Success Managers (CSMs) have to deal with has the potential to be infinite. Whether you’re an SMB (small-to-medium business) CSM with 200 customers or an Enterprise CSM with 10 accounts, there’s always one more thing that you can do....

The art of storytelling is an ancient practice that has evolved over thousands of years and is by no means slowing down. From the intergenerational legacy of its oral tradition, to physically turning a novel’s printed pages, it’s a craft that continually provokes intimacy....

Building out a world-class customer success team can be tricky. How do you know the number of people you need? At what point should you tackle customer success enablement? What key components should you focus on?...

“Just input the API key into the POST API field, delete all of the HTML lines above it, and hit refresh,” the support agent said. “Excuse me, W H A T?” I hollered into the phone. Doesn’t that sound like every customer service call EVER?...