Intro to Customer Success

New to Customer Success? Learn best practices to scale Customer Success at your Organization.

  • Maintaining Proactive Customer Success in a Fast-Growing Startup

    Maintaining Proactive Customer Success in a Fast-Growing Startup

    Complexity is the enemy of scaling. To make sure your Customer Success team stays on track while your company grows, keep in mind these two factors: capabilities and capacities.

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  • Customer Success of Things - Some Definitions

    Customer Success of Things - Some Definitions

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  • 5 Tips to Help Customers with Goal-Setting in 2017

    5 Tips to Help Customers with Goal-Setting in 2017

    Goals help customers achieve success. They make it possible to align expectations. They focus efforts on what’s most important. Later, they will help to evaluate a customer’s progress and value.

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  • A Simple Recipe For Success

    A Simple Recipe For Success

    Customer Success teams cannot succeed if they are operating in a vacuum. I will repeat this statement: Customer Success teams cannot succeed if they are operating in a vacuum.

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  • Just Implemented a Customer Success Platform, Now What?

    Just Implemented a Customer Success Platform, Now What?

    For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing, as there are so many data points in Customer Success.

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  • Achieving Success in a Small, Growing Company

    Achieving Success in a Small, Growing Company

    CSMs have a broad mandate that can look dramatically different between companies depending on industry, size, and culture. Here are 6 best practices to set yourself up for success in a small company.

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  • Onboarding The First Member of Your Customer Success Team

    Onboarding The First Member of Your Customer Success Team

    Onboarding a new member of your Customer Success team should have a plan. You want your new team member to know what their day to day will look like, and what success looks like.

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  • Customer Success in Numbers

    Customer Success in Numbers

    There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map.

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  • How to Be an Advocate for Your Customer

    How to Be an Advocate for Your Customer

    CSMs must be the strongest advocates of your customer’s needs internally as we are the cornerstone of client-facing interaction. Here are some ways your team can become strong advocates.

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  • De-Risking the First 90 Days for Your SaaS Customer

    De-Risking the First 90 Days for Your SaaS Customer

    During the first 90 days with a new customer, you are no longer trying to “make the sale”. This juncture is your opportunity, as a Customer Success Manager, to start influencing customer outcomes.

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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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  • 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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  • 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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  • 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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  • 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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  • 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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  • 5 Investment Considerations for Customer Success

    5 Investment Considerations for Customer Success

    If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio.

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