Customer Success

With a subscription-based model, the power is well and truly in the hands of the customer, and if you want to stop customers from churning, you need to arm your org with an army of empathy experts....

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

When you think about the customer journey, most people focus on onboarding. It's a crucial stage. But focusing only on this part of the journey means that other parts can be overlooked....

When signing up for your SaaS product, your customers are making a long-term investment. You’re hoping they’re gonna stick with your product for months, and preferably even years....

Creating and launching a product is one thing but developing and improving it is another. One of the best ways to do this is by absorbing as much feedback as possible through Customer Advisory Boards (CABs) and customer feedback loops....

Building a customer advocacy program can really accelerate your business and drive revenue! The ultimate goal for any department within an organization is to have a representative at the table during those crucial C-suite meetings. We want to convince senior stakeholders that you can drive results....

In this article, I’m going to share with you some of the unique and new initiatives I developed to ensure better alignment with customer success....

In this article, I’m going to be discussing my favorite topic: customer success. We’re going to talk about growth in customer success and how customer success can accelerate value realization and growth for you and your customers....

If you’re thinking of putting a customer retention strategy in place or updating an existing one, here are 20 top retention tips from the best customer success pros in the business....

Want to know how to ship those customer outcomes on time, every time? Maggie Crowley, an expert on Product Management, has all the know-how you'll need!...

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....

Part of providing a great experience lies in managing realistic customer expectations. Overpromise and under deliver, and you may find yourself without repeat custom and a very damaged reputation....

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....