Members-only Customer Success What is the difference between cancelation and churn? By pinpointing the difference between customer cancellations and churn you take a crucial step in gaining insight into non-paying customer motivations. Make that step here....
Members-only Customer Success "How much did you say?" Dissecting global customer success salaries A high salary can turn heads, and a low one can drive away employees. Most importantly, salaries set the precedent for industries and can influence the value of your own career....
Members-only Customer Success Let's hear it: Magnify your voice of the customer program Voice of the customer programs are methods created by companies to best understand the experience and needs of their customer base through feedback....
Members-only Customer Success The psychology behind customer success Customer centricity is a culture in the workplace that hinges on creating the best experience for the customer, which in turn, generates brand loyalty....
Members-only How to accelerate product adoption and drive user confidence during onboarding For any customer success team in its early stages, a trusty, well-oiled customer onboarding process is something you’ll inevitably iron out in time; no one’s expecting you to get it right straight away....
Members-only Customer Success Why should customer success be at the heart of SaaS strategy? SaaS companies are missing a trick by not implementing a customer success strategy at the core of their operations. Check out this article to find out why....
Members-only Leadership & Strategy How to re-onboard customers lost to churn It can feel like an up-hill struggle, trying to re-engage customers who’ve been lost to churn and are therefore no longer part of your clientele. It’s a situation all businesses will find themselves in at some point. The solution? Have a strong customer success strategy in place....
Members-only Customer Success The importance of customer onboarding [Q&A with Onna] We sat down with Michelle Wideman, Chief Customer Officer at Onna, to discuss the importance of customer onboarding at CSC’s Customer Success Festival 3.0....
Members-only Customer Success Why should customer success be represented at C-Suite level? Customer success is finally getting its seat at the big table with other C-level executives, with the role of the Chief Customer Officer (CCO) establishing itself in the SaaS industry.But why is it so important for customer success to sit pretty at the top table?...