Membership content

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....

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....

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....

Customer success has shifted from a supportive function to a key driver of business growth and profitability. In this article, discover how GoCardless has monetized CS....

In this article, discover the strategies used at PayPal to stay ahead in the dynamic world of payments, from driving growth to future-proofing the business through innovation....

Climbing the career ladder from CSM to CCO is more competitive than ever. In this article, discover tactics to rise through the ranks, from mastering revenue management to building relationships that open doors for future opportunities....

Companies are under more pressure than ever before. In this article, discover how to build a powerful value cycle that drives renewals and expansions, even in challenging economic climates....

Discover key strategies and advanced best practices essential for building a strong social media support team, effectively utilizing AI, and ultimately creating a more responsive and engaging customer experience....

Driving customer retention and growth is critical, and a powerful tool for this is win-loss analysis. In this article, explore how win-loss analysis can fit into your broader CS objectives....

Empowering your customer success team through effective onboarding is crucial for driving customer satisfaction and reducing churn. In this article, discover strategies and practical steps for elevating your onboarding process....

Empowering your CS team is the key to reclaiming your sanity. In this article, discover strategies and practical steps for implementing effective knowledge transfer methodologies to transform your CS operations....

Customer success is continuously evolving, and our roles are changing all the time. In this article, discover the fundamentals of change management and how you can enable change in your company....

Building a world-class customer success team is crucial for driving measurable customer results and fostering long-term business growth. In this article, discover strategies and practical steps for creating and nurturing a high-performance customer success team....

Resa Gooding from Hubspot takes us through customer retention strategies to help you achieve both acquisition and retention success....

Finding and defining your purpose in a professional role can be challenging and rewarding. Kelly Paterson, Director of Account Management at Workable, shares the strategies and outcomes of a four-week program designed to help her team discover and embrace their purpose....