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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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  • [WEBINAR]
    The Success League:

    Choosing a CSM Compensation Plan

    Date: Oct 5th
    at 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]
    The Success League:

    Choosing a CSM Compensation Plan

    Date: Oct 5th
    at 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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  • 5 Tips for Balancing Strategic and Operational Delivery

    5 Tips for Balancing Strategic and Operational Delivery

    A CSM is responsible for their customer's satisfaction. Because of this, they often fall into firefighting tendencies related to operational deliveries, and neglect higher level strategy delivery.

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  • 4 Ways to Scale Your Customer Success Efforts

    4 Ways to Scale Your Customer Success Efforts

    Your sales team is closing deals left and right. You need to craft a plan of how to better scale your team’s efforts so that you are

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  • 10 Best Practices to Add Automation to Your Customer Success Process

    10 Best Practices to Add Automation to Your Customer Success Process

    Automation can simplify your Customer Success operations. When adding automation your Customer Success process, taking the right steps can help you save time and money. When done wrong, CS automation

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  • 10 Best Practices to Add Automation to your Customer Success Process45:47

    10 Best Practices to Add Automation to your Customer Success Process

    Automation can simplify your Customer Success operations. When adding automation your Customer Success process, taking the right steps can help you save time and money. When done wrong, CS automation

    Watch Video
  • [WEBINAR]
    The Success League:

    Choosing a CSM Compensation Plan

    Date: Oct 5th
    at 1pm ET

    Save My Seat
  • ×

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  • The Right and Wrong Ways to Onboard Your Customers

    The Right and Wrong Ways to Onboard Your Customers

    Onboarding… everyone in SaaS knows this is a vital step. What a better way to ensure your customer values your service than to start off the relationship on the right foot?

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  • How to Hire Your First Customer Success Manager

    How to Hire Your First Customer Success Manager

    It can be challenging to hire for a department that doesn't yet exist at your Company. Here is a tried-and-true 3 step model to help you hire your first Customer Success Manager.

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  • Loyalty Begins With a Value Proposition

    Loyalty Begins With a Value Proposition

    Reduce churn and keep your Customer Success team from wasting efforts on accounts acquired through an unclear value proposition. Start building a loyal customer base with a refined value proposition.

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  • Who Should You Have On Your Customer Success Team?

    Who Should You Have On Your Customer Success Team?

    What are the indicators of an amazing Customer Success professional and what should you be paying attention to during the hiring process?

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  • How to Get Inside The Mind of Your Customer

    How to Get Inside The Mind of Your Customer

    Follow these 4 tactics to get into your customer's mind. Uncover your customer's needs and put yourself in their shoes to truly know what they need.

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  • Establishing an Issue Escalation Process

    Establishing an Issue Escalation Process

    Handling issues with customers is never easy. First of all, you have to determine the scale of issues that require escalation, asking yourself ‘does this affect the client'?

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  • How to Deliver Value and Avoid Frustration in Your Quarterly Business Reviews

    How to Deliver Value and Avoid Frustration in Your Quarterly Business Reviews

    If done incorrectly, the Quarterly or Executive Business Review can end up wasting time, creating customer frustration and damaging relationships.

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  • How to Deliver Value and Avoid Frustration in Your Quarterly Business Reviews0:00

    How to Deliver Value and Avoid Frustration in Your Quarterly Business Reviews

    Many Customer Success Managers work under the assumption that setting aside a couple of hours once a quarter to meet with an important customer can only be a good thing. Think again.

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  • Inside Customer Success: HubSpot

    Inside Customer Success: HubSpot

    We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

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  • The 5 Telltale Signs You Are in a Customer Maturity Phase (or Why You Really Do Need Customer Success)

    The 5 Telltale Signs You Are in a Customer Maturity Phase (or Why You Really Do Need Customer Success)

    In the early stages of your SaaS business, the focus is rightly on building the product, developing the market, forming new partnerships, securing early adopters and converting trials.

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  • Should You Rely on Your Logic or Intuition?

    Should You Rely on Your Logic or Intuition?

    The vast majority of business leaders espouse data-driven decision-making, but blind reasoning can be dangerous.

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  • The Anatomy of an Unsuccessful Quarterly Business Review

    The Anatomy of an Unsuccessful Quarterly Business Review

    Done right, Quarterly Business Reviews can be a great vehicle for delivering value and an incredibly powerful checkpoint during your customer’s overall journey to success.

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  • Why Terminator Will Never Really Nail Customer Success

    Why Terminator Will Never Really Nail Customer Success

    To truly understand the phenomenon of customer service and Customer Success automation, we need to go way back, to the age when diesel-powered machines finally started replacing steam-powered ones.

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  • Building Customer Trust Alongside Your Entire Organization

    Building Customer Trust Alongside Your Entire Organization

    Customer Success teams establish trust with customers, but other teams at your company such as marketing, sales, and product management also play a role in building trusting relationships.

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  • Customer Success as a Profit Center41:39

    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.

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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.

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