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  • Customer Success Battle Scars: Don’t F@&k Around With Hiring

    Customer Success Battle Scars: Don’t F@&k Around With Hiring

    I learned some of my most valuable lessons growing the Influitive Customer Success team from 4 to almost 30 people while our customer base grew 10X in just two years.

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    Amity and CSM Practice:

    How to Deliver Value
    in your QBRs


    Date: September 7th
    Time: 1pm ET

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  • The good stuff on Customer Success you should be reading

    The good stuff on Customer Success you should be reading

    Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems...

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  •  What Customer Success Manager KPIs are important and why?

    What Customer Success Manager KPIs are important and why?

    I've asked fellow Customer Success Managers what their KPIs are and have heard different replies each time. This question has even been one of the most discussed points for my team.

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  • Inside Customer Success: Moz

    Inside Customer Success: Moz

    We sat down with Ellie Wilkinson, the Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

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  • What To Look For When Hiring A Customer Success Manager

    What To Look For When Hiring A Customer Success Manager

    I spend the majority of my time working directly with Customer Success Managers and executives while onboarding, retaining, and growing them. This is what I’ve learned...

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  • Inside Customer Success at LinkedIn: The Webinar56:43

    Inside Customer Success at LinkedIn: The Webinar

    Join Perry Monaco, Manager of Customer Success - The Americas, to learn how the largest professional network on the Internet grew Customer Success in Canada.

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  • A CSM’s Quick Guide To Collecting Customer Data

    A CSM’s Quick Guide To Collecting Customer Data

    In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! As a matter of fact, there is probably too much of it – way too much of it.

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  • 14 Quotes on Succeeding in Customer Success Leadership

    14 Quotes on Succeeding in Customer Success Leadership

    As rewarding as it is, we understand that Customer Success Leadership is multifaceted and can be challenging -- thus, we asked 14 Customer Success Leaders.

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  • Inside Customer Success: Influitive

    Inside Customer Success: Influitive

    We sat down with Julie Persofsky, VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years.

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  • Tools to Support Your Growing Customer Base

    Tools to Support Your Growing Customer Base

    However, that shouldn’t stop them from making their customers successful. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow.

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  • The A-List: Customer Success

    The A-List: Customer Success

    Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success.

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  • Think About the Entire Customer Journey (Not Just One Part)

    Think About the Entire Customer Journey (Not Just One Part)

    If you’re interested in giving your customers the best experience possible from start to finish (this is probably the part where you nod), here’s how.

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  • 4 Lessons Kanye Taught Us About Customer Happiness

    4 Lessons Kanye Taught Us About Customer Happiness

    Kanye can teach us more about Customer Happiness in his "market" and his potential "market" than any celebrity living today.

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  • In Customer Success, Who Has Skin In The Game?

    In Customer Success, Who Has Skin In The Game?

    Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires, and new titles.

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  • How To Keep Customers Motivated and Focused

    How To Keep Customers Motivated and Focused

    The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product.

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  • Inside Customer Success: Vend

    Inside Customer Success: Vend

    We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years.

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  • Giving Customer Success a Voice at the Executive Table

    Giving Customer Success a Voice at the Executive Table

    In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos.

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  • 5 Things I Learned While Searching For My Next CS Role

    5 Things I Learned While Searching For My Next CS Role

    The field of Customer Success is growing and when looking for my next move I needed to be sure I found the right fit. Here are the 5 things I learned while searching for my next Customer Success role.

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  • How a Proactive CSM Manages Their Time

    How a Proactive CSM Manages Their Time

    As a Customer Success Manager, you’re expected to be proactive. Yet, when you’re inbox is full of customer issues, customer questions, product updates, and onboarding requests … it’s hard to be.

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  • Inside Customer Success: LinkedIn

    Inside Customer Success: LinkedIn

    We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years.

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  • Putting the “Marketing” in Customer Success - Beyond the Perfect Email

    Putting the “Marketing” in Customer Success - Beyond the Perfect Email

    On the other end of the marketing funnel… is another funnel. If marketing and sales drives the marketing funnel, you could make the argument that the other end is driven by the customer success team.

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  • Establishing Roles and Responsibilities to Drive Customer Success

    Establishing Roles and Responsibilities to Drive Customer Success

    The best way to make this happen is through an account coverage model, which provides clarity about roles and responsibilities to support and drive the customer journey.

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  • 5 Ways to Improve Customer Calls, Every Time.

    5 Ways to Improve Customer Calls, Every Time.

    When it comes to conducting any kind of business over the phone or another type of remote communication device, there are always special challenges associated with it.

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  • Your Secret to Success - Lies Within Your Customer’s Journey

    Your Secret to Success - Lies Within Your Customer’s Journey

    What’s the key to success for SaaS companies? It’s happy customers who receive a lot of value from your service. And the best way to make that happen is developing a customer journey.

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  • Defining and Managing Your Customer Lifecycle Webinar Slides

    Defining and Managing Your Customer Lifecycle Webinar Slides

    Understanding your entire customer lifecycle is the foundation of an effective customer success process. Defining both your internal process and your customer's journey are essential.

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  • Realizing the Full Potential of Customer Surveys

    Realizing the Full Potential of Customer Surveys

    Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met.

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  • What your customers actually need (and how to deliver it)

    What your customers actually need (and how to deliver it)

    Your customers are going through a journey with you. Your Customer Success team plays an important role in determining the needs of your customers.

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  • [WEBINAR]
    Amity and CSM Practice:

    How to Deliver Value
    in your QBRs


    Date: September 7th
    Time: 1pm ET

    Save My Seat
  • Becoming a Customer-Centric Organization in 7 GIFs

    Becoming a Customer-Centric Organization in 7 GIFs

    When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to ‘customer’ today?”

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  • The Amity Test: 16 Steps to Better Customer Success

    The Amity Test: 16 Steps to Better Customer Success

    If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.

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  • 4 Ways Customer Onboarding Is the Secret to Startup Success

    4 Ways Customer Onboarding Is the Secret to Startup Success

    In a nutshell, customer onboarding is about introducing new customers to your business by showing them the services available and ensuring their experience is as simple and streamlined as possible.

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  • The ROI of Customer Success Software

    The ROI of Customer Success Software

    The financial importance of existing customers is why companies need to make an investment in a customer success platform, a powerful tool that drives trial conversions, retention, and loyalty.

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  • The Best Customer Success Resources of 2016

    The Best Customer Success Resources of 2016

    With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

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  • Improve Your Onboarding Practices for Customer Success

    Improve Your Onboarding Practices for Customer Success

    In a previous life as the leader of a Customer Success organization, when speaking with the team I referred to the customer onboarding process as “our one perfect moment.”

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  • Why Invest in a Customer Success Platform: The Business Case57:18

    Why Invest in a Customer Success Platform: The Business Case

    Join Salesforce's Former EVP of Customer Success, Daniella Degrace, Nulogy's CEO, Jason Tham, and Igloo Software's CEO, Mark Stevenson, for the can't miss event of the year.

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  • Customer Success is NOT Customer Support

    Customer Success is NOT Customer Support

    With the great success and growth of recurring revenue SaaS models, vendors are presented with the challenge of how to maximize solution adoption as rapidly as possible, while ensuring their customer.

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  • The Benefits of a Customer Success Platform in 13 GIFs

    The Benefits of a Customer Success Platform in 13 GIFs

    In many respects, a customer success platform is a key pillar in how a company does business. We wanted to emphasize this by presenting you with the benefits of a Customer Success Platform in 13 GIFs.

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  • SaaS Customer Success: The secret to reducing churn and increasing MRR

    SaaS Customer Success: The secret to reducing churn and increasing MRR

    Customer success in SaaS has gone from a buzzword to the weapon of choice to increase conversions, improve customer happiness, and decrease churn for recurring revenue businesses.

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  • 5 Valuable Insights to Spotlight Customer Growth [Infographic]

    5 Valuable Insights to Spotlight Customer Growth [Infographic]

    As we are aware, SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers.

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  • What Is Customer Success Marketing?

    What Is Customer Success Marketing?

    Customer experience shouldn’t dead-end at the sale. Studies show that attracting a new customer costs five times as much as keeping an existing one.

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  • 3 Proven Tactics That Lead to Great Customer Satisfaction

    3 Proven Tactics That Lead to Great Customer Satisfaction

    Achieving great customer satisfaction is a healthy way to grow a business. Great customer satisfaction leads to a valuable resource for referrals and free advertisement.

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  • Leading Growth Experts Discuss Why Customer Success Is Crucial for Growth

    Leading Growth Experts Discuss Why Customer Success Is Crucial for Growth

    Many people see Growth and Customer Success as two very separate functions within a SaaS company — getting customers in the door vs. keeping them.

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  • Guest Blogging For Amity

    Guest Blogging For Amity

    Let me first start by saying that we love a great guest post! We have started to get many inquiries about writing a guest post for Amity, so we decided it's about time create a formal process.

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  • Maximizing Business Growth Through Customer Lifetime Value

    Maximizing Business Growth Through Customer Lifetime Value

    For B2B businesses, especially SaaS businesses, it’s also important to identify your most valuable clients. However, finding the average CLV of your client base can also help you understand.

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  • Don’t Let Your Inbox Focus Your Attention

    Don’t Let Your Inbox Focus Your Attention

    I often feel that I work for my inbox, not the other way around. Many of the customer success managers I speak with have a similar experience. The inbox is full of customer issues.

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  • Are you suffering from Customer Overload?

    Are you suffering from Customer Overload?

    For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow.

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  • Customer success: 7 tools to delight your clients (tested & approved!)

    Customer success: 7 tools to delight your clients (tested & approved!)

    Customer success is the key ingredient to long-term business growth and profitability. In a subscription economy, the economic value of a customer is realized over time rather than upfront.

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  • Uberflip: a Case Study in Scaling Customer Success

    Uberflip: a Case Study in Scaling Customer Success

    Uberflip, a fast growing content experience management company, needed a better way to manage its 1,700+ customers. In particular, it wanted to implement an efficient system to prioritize accounts.

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  • Actionable SaaS Metrics: Customer Churn Rate

    Actionable SaaS Metrics: Customer Churn Rate

    The Actionable SaaS Metrics series goes beyond measuring and calculating. It takes a deeper look at some characteristics of common subscription metrics, with the goal of identifying key actionable.

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  • Four Lessons We Can Learn From David Bowie's Life.

    Four Lessons We Can Learn From David Bowie's Life.

    David Bowie died. I had read the headline a few times before I understood. Was this some David Bowie stunt or art piece. Ziggy Stardust doesn’t die. Where’s my Five Years warning?

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  • Customer Success as a Profit Center

    Customer Success as a Profit Center

    Although originally conceived as a cost center, Customer Success has become a source of revenue for those who know how to make it profitable. How can you turn your Customer Success Management programs

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  • Mistakes to Avoid When Running a Virtual Customer Meeting

    Mistakes to Avoid When Running a Virtual Customer Meeting

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  • Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

    Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

    The competitive advantages businesses developed to serve customers in the past are neither competitive nor advantageous today...

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  • 5 Tactics For Ensuring Customer Success

    5 Tactics For Ensuring Customer Success

    In light of the “customer-as-a-hero approach,” I’m sharing my go-to tactics for ensuring success from a customer/client management perspective.

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  • [WEBINAR]
    Amity and CSM Practice:

    How to Deliver Value
    in your QBRs


    Date: September 7th
    Time: 1pm ET

    Save My Seat
  • ×

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  • Refining Your Value Proposition

    Refining Your Value Proposition

    Learning is essential in any business. This is especially true for early stage companies that are still defining themselves. In addition to making customers happier and more successful, your...

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  • What Did You Contribute to Your Customer Today?

    What Did You Contribute to Your Customer Today?

    In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing...

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  • 10 Best Practices For Calculating your Customer Health Scores Webinar Recording45:36

    10 Best Practices For Calculating your Customer Health Scores Webinar Recording

    How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course. When you're considering whether to establish a Customer Health Score, typically your end goal

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  • 10 Best Practices for Calculating Your Customer Health Scores Webinar Slides

    10 Best Practices for Calculating Your Customer Health Scores Webinar Slides

    How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course. When you're considering whether to establish a Customer Health Score, typically your end goal

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  • Is it the right time to upsell to your customer?

    Is it the right time to upsell to your customer?

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  • Driving Incremental Service Revenue from Customer Success

    Driving Incremental Service Revenue from Customer Success

    I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is –...

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  • Inside Customer Success: Achievers

    Inside Customer Success: Achievers

    We sat down with Vanessa Brangwyn, the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

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  • The 3 Things Every Prospect Wants to Hear

    The 3 Things Every Prospect Wants to Hear

    Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been...

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  • 5 Key Steps to Developing a Customer Success Career Path

    5 Key Steps to Developing a Customer Success Career Path

    As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction.

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  • Customers Are An Investment

    Customers Are An Investment

    Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain or gets a job done.

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  • Turn Your Customer Into Your Best Salesperson

    Turn Your Customer Into Your Best Salesperson

    Have you ever heard the saying, “Happy wife, happy life”? Well, take that same concept and apply it to your business. Successful customers, successful business.

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  • Find, Win, Keep: A simple customer centric business strategy

    Find, Win, Keep: A simple customer centric business strategy

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  • How to measure your success as a Customer Success Manager Webinar Recording0:00

    How to measure your success as a Customer Success Manager Webinar Recording

    As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we...

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  • How to measure your success as a Customer Success Manager Webinar Slides

    How to measure your success as a Customer Success Manager Webinar Slides

    As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we...

    View Presentation
  • 5 little changes that make a big difference in Customer Success

    5 little changes that make a big difference in Customer Success

    You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is...

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  • Improving Customer Experience | CX Buzz of the Week (22nd July, 2016)

    Improving Customer Experience | CX Buzz of the Week (22nd July, 2016)

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