Is NPS a Useful Metric?
When NPS can have a real impact is when you understand the data beneath the score. If you put an NPS framework together that allows you to uncover the layers of useful data then...
Customer Success Metrics
Tracking the proper metrics is essential in understanding how your business is performing. Having proper data, reports and a recurring cadence for analyzing these reports is necessary if you want to..
Pillars of Customer Success
A good starting point in evaluating your structure is understanding the customer journey that individuals embark on when working with your organization and understanding how they start using your..
When Customer Success Becomes a Silo
One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is integrated with other areas of the organization. Unfortunately, CS often operates in...
5 Sales to Customer Success Handoff Tips
The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to ha..