Customer Success 101

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

  • How To Help Your Customer Graduate From Onboarding

    How To Help Your Customer Graduate From Onboarding

    Day-30 in the onboarding process isn’t anything magic; it’s when the customer has advanced enough in their journey that they can start standing up on their own and can navigate your software easily.

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  • When & Where To Start The Renewal Process?

    When & Where To Start The Renewal Process?

    In the subscription economy, initial purchase decisions are based on hope, a decision to renew is based on results. For Customer Success Managers, it’s tricky to map out an effective renewal timeline.

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  • [Infographic] Customer Success vs. Customer Support

    [Infographic] Customer Success vs. Customer Support

    Two terms often used in similar contexts, but the roles they define could not be any more different. Check out this handy infographic to see the major differences the two disciplines encompass.

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  • 5 Challenges to Proactive Customer Success

    5 Challenges to Proactive Customer Success

    There are certain challenges all Customer Success professionals come across, 5 in particular: lack of visibility, firefighting, poor segmentation and priotization, ill-fitted processes, and manual...

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  • [Infographic] 4 Strategies for Scaling Customer Success

    [Infographic] 4 Strategies for Scaling Customer Success

    Here's a handy infographic below to see some of the best strategies for scaling Customer Success.

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  • 8 Tips & Tricks From a Customer Success Expert

    8 Tips & Tricks From a Customer Success Expert

    Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to pick up some life-saving best practices.

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  • [Infographic] 5 Tips to Calculate Your Customer Health Scores

    [Infographic] 5 Tips to Calculate Your Customer Health Scores

    Here are the 5 best practices you need to consider when calculating your Customer Health Scores.

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  • [Infographic] 6 Lessons For Your Startup

    [Infographic] 6 Lessons For Your Startup

    Here are 6 quick lessons for your Customer Success Game Plan at the startup stage, when winning customers is a priority and teams are doing a bit of everything (and anything).

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  • The Best Customer Success Articles of 2017

    The Best Customer Success Articles of 2017

    Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Read it now or bookmark it for later, whatever floats your boat!

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  • 2017 Rewind: Your Customer Success Playlist

    2017 Rewind: Your Customer Success Playlist

    The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!

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  • This Is How You Know You’re Doing It Wrong

    This Is How You Know You’re Doing It Wrong

    Some red signals that should immediately alert you and tips to help you gain early insight into being proactive in avoiding the impact of growth pitfalls for Customer Success.

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  • Does Customer Success Mean Anything Outside of SaaS?

    Does Customer Success Mean Anything Outside of SaaS?

    As I’ve learned after making an industry shift, the concept of Customer Success is just as applicable to the world outside of SaaS. Customer Success is crucial to anyone that is selling anything.

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  • The Cycle of Success: a Blueprint for Customer Success Teams

    The Cycle of Success: a Blueprint for Customer Success Teams

    After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. I’ve created a comprehensive yet simple approach.

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  • How Customer Success Gets You to Product/Market Fit

    How Customer Success Gets You to Product/Market Fit

    There are three core advantages to implementing a Customer Success team early on to help you reach Product/Market Fit and get into a successful scaling phase.

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  • How Would You Die On Game Of Thrones?

    How Would You Die On Game Of Thrones?

    While it appears that all men must die on Game of Thrones, not all customers must churn. The battle against churn is not easily won, but Customer Success Managers are constantly arming themselves.

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  • What You Should Learn From a Breakup

    What You Should Learn From a Breakup

    When you go through a breakup, you should take the time to reflect and learn. Churn can, in fact, be your ultimate churn mitigation tool. Turn that lagging data into leading indicators.

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  • The 4 Traits of a Great Customer Success Mindset

    The 4 Traits of a Great Customer Success Mindset

    What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates.

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  • Why Your Customer Health Score is Probably Useless

    Why Your Customer Health Score is Probably Useless

    Most Customer Success organizations are missing a important dimension when segmenting their customers: the maturity of the customer, which we call the Customer Maturity Index (CMI).

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  • Are Playbooks The Key to Customer Success?

    Are Playbooks The Key to Customer Success?

    Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow CSMs to spend less time planning and worrying, and more time actually getting stuff done. Are Playbooks the key to success?

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  • Running Your Customer Success Organization At Peak Efficiency

    Running Your Customer Success Organization At Peak Efficiency

    There are many things that you can do to help your Customer Operations Organization run at peak efficiencies. Below are three simple steps to get you started down the journey of operationalizing.

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