Accelerating Customer Expansion by Managing the Customer Journey

The handoff from Sales to Customer Success is the key to starting a successful customer onboarding process.

In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous ter

When you’re focused on acquiring more customers month on month and onboarding them into your product, it’s painful to see a significant chunk of your existing customers churn away - taking a swing at

Because customer success is still new and developing, your job comes with its own set of challenges. Namely, you are doing work that hasn’t been done before, you’re learning as you go.

Learn how to lead your customers towards success by focusing on customer outcomes, managing your capabilities, and understanding the complexities of the business.

Live chat can be a highly effective channel for customer success, especially when it comes to driving engagement at critical touch points like onboarding, where timing is everything. At Help Scout, M

While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.

A hurdle that customer success teams face is scaling from a budget and business-model standpoint, while still providing a consistent customer experience. Here are some strategies to solve this.

By initiating and directing value-oriented conversations with your customer, you can effectively reduce churn, even before ROI is fully delivered. You best tool to initiate these discussions: QBRs.

With these techniques, a Customer Succes team can measure the exact working capacity of Success and Support, and create a structure that drives a “get things done” culture amongst its members.

Learn how to design and use a proactive Customer Success playbook to manage the 90, 60, or 30 days prior to renewal and secure more wins. Renewals are a key process for SaaS Account Managers and CSMs.

We know what customer success is supposed to do: predictably drive revenue growth. Breaking the cycle of limited customer success performance will allow your team to realize its full potential. If you

A health score is a single actionable metric which you calculate by assembling multiple data points. It tells customer success managers which account to pay attention to, and when.

CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the

Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define s

Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behaviour change, set realistic goals, and define

Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're

In this webinar, Ty Magnin from Appcues tells you exactly how Customer Success Managers can reduce churn with: customer onboarding, strategic lifecycle nudges, feature discovery. In the age where pro