Customer Success Classics

The first and only online destination for Customer Success best practices. Learn from recognized experts in the industry and share with your network.

  • 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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  • Why is Customer Success Important? A Guide for SaaS Companies

    Why is Customer Success Important? A Guide for SaaS Companies

    We need it because products are developing faster than our capacity to understand them, we need it because competition in the SaaS world is harsh and we need it in place to reduce churn.

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  • Activating the Customer Journey: Six Steps to Growing Your Own Diamonds

    Activating the Customer Journey: Six Steps to Growing Your Own Diamonds

    Any organization providing products or services wants to be visible to its potential customers. It’s important to give them the information they need in order to make a purchase decision.

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  • Definition: Customer Success Management

    Definition: Customer Success Management

    All across the SaaS B2B industry, a new and vital role is being established and developed. The job goes by many names: Customer Success Manager, Client Advocate, etc.

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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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  • Retention Optimization: How to Increase the Value of a Conversion

    Retention Optimization: How to Increase the Value of a Conversion

    In the CRO industry, it’s easy to focus on simply converting more leads all day, every day. More visitors to the landing pages, more emails submitted, more phone numbers captured, etc.

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  • Aligning SaaS Customer Success

    Aligning SaaS Customer Success

    SaaS businesses develop intimate, long term relationships with their SaaS customers. Keeping that relationship positive and aligned over the years is a real challenge.

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  • Why you should separate Customer Success and Customer Service

    Why you should separate Customer Success and Customer Service

    Nowadays we hear the terms “customer success” and “customer service” almost everywhere, often in the same sentence. But this doesn’t mean that they’re one and the same.

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  • Prevent Cancellations With Better Customer Success Emails

    Prevent Cancellations With Better Customer Success Emails

    When you see that customers are unexpectedly cancelling their accounts, sending emails can be the perfect solution. The post Prevent Cancellations With Better Customer Success Emails appeared...

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  • Driving SaaS Growth With Customer Success

    Driving SaaS Growth With Customer Success

    Ecommerce companies need repeat purchase customers. Consumer internet companies need visitors to keep coming back on a routine basis.

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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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  • How To Use Growth Hacking To Attract and Retain Customers

    How To Use Growth Hacking To Attract and Retain Customers

    Are you having a difficult time attracting new customers? Remember that growth hacking is a proven strategy that you can use to cut through obstructions and attract qualified leads.

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  • The Customer Engagement Model

    The Customer Engagement Model

    Proactive customer engagement. It’s a tenet of Customer Success.The question is “How do you best go about structuring that proactive engagement.

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  • The Aha Moment for Customer Success

    The Aha Moment for Customer Success

    This change has birthed the discipline of Customer Success, and 2015 is shaping up to be the year where it’s more critical than ever to have a way to consistently ensure customers getting to value.

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  • How Customer Success Meaningfully Reduces Cost Of Customer Acquisition

    How Customer Success Meaningfully Reduces Cost Of Customer Acquisition

    When discussing customer success for SaaS startups, the conversation focuses mostly on retaining customers and reducing churn. These are two fantastic benefits with meaningful return-on-investment.

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  • The 5 Kinds of Customer Success

    The 5 Kinds of Customer Success

    It’s probably the most entertaining 2 hours you’ll spend in the enterprise technology business all year. I realize that’s a pretty low bar.

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  • Stop the Churn: 3 ways to get more value out of the customers you already have

    Stop the Churn: 3 ways to get more value out of the customers you already have

    Customer acquisition is hard and expensive. When you watch a hard won customer leave your fold, it’s like watching that snowman you spent so much energy building melt before your eyes.

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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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  • The Link Between Customer Success, Retention, and Upsells

    The Link Between Customer Success, Retention, and Upsells

    It’s no secret that customer retention is extremely important to a business. Customer retention is much more than a rate to strive towards, it’s a reflection of your success.

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  •  The 4 Challenges Facing Customer Success Teams In SaaS Startups

    The 4 Challenges Facing Customer Success Teams In SaaS Startups

    The most salient misunderstanding about CS is that customer success is a revenue generating team, not a cost-center.

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