Grace Gupta

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....

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....

Voice of the customer programs are methods created by companies to best understand the experience and needs of their customer base through feedback....

Customer centricity is a culture in the workplace that hinges on creating the best experience for the customer, which in turn, generates brand loyalty....

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....

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....

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....

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....

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?...