Customer Success

After spending over 15 years in customer success, I've recognized some distinct patterns in how the best customer success teams are run. I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made....

Customer Advisory Boards allow customers to give candid feedback on their experience with your company, and we spoke with Bree Bunzel, Head of Global Customer Marketing at Dropbox, who answered questions around building Customer Advisory Boards and customer feedback loops....

According to Gallup, fully engaged customers offer 23% more revenue on average, but getting the balance right between newer, lower-tier customers and more established big spenders can often feel like you’re borrowing from Peter to pay Paul....

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....

How do successful SaaS organizations measure retention and what on earth do they with the results, I hear you cry? Well, we surveyed 100 SaaS pros to find out how they track, review and utilize retention and churn metrics, and here are the results....

Making your SaaS company stand out in an increasingly competitive world isn’t easy. As technology continues to evolve, customers are searching not just for the best selection of features, but an amazing experience too....

In many organizations, sales and customer success exist as two distinct entities, interacting only to hand off accounts and, while this setup may work for some, when both teams are aligned, magic happens....

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?...

Gaining new clients is only the first step to having a successful customer base. It is just as important, if not more, that you are focusing on your current customers and have strategies put in place to make them want to stay with you and continue to purchase your product/service....

Tanya Strauss, Director of Customer Success Advocacy at ServiceNow, discusses tips on fostering creativity in your team, aligning CS with account management, and unexpected allies....

Here’s the truth: Companies have gotten very good at selling potential outcomes, but most companies are still not very good at teaching customers how to achieve those outcomes....

Kaitlyn Bate, Senior Director, Global Customer Experience Strategy, Freshworks took the time to answer some audience questions after her presentation: A Practical Playbook to B2B Customer Renewal at this year’s SaaS Metrics Summit....

Many organizations are turning to customer education as a solution to improve retention, increase spend, and drive customer satisfaction and loyalty. But what exactly is included under “customer education”?...

Kalyn Lewis, Head of Customer Success at Visme took the time to answer our community’s customer success questions after her presentation 'How customer success can feed into product development’ at this year’s Future of SaaS festival....

How would you like to get your hands on some FREE exclusive video content from the last super successful CS Fest to whet your appetite for what’s to come? Delivered by Mary Poppen, Chief Customer Officer, Glint at LinkedIn, it’s a presentation you reallllly don’t want to miss....