Customer Success
Understanding the Differences Between Customer Success & Customer Service
Customer service is a reactive tactic that focuses on fixing problems in order to keep customers satisfied. Customer success, on...
by Brandon Hickie
Customer Success
The Beginner's Ultimate Guide to Customer Success [eBook]
Again and again, brands are discovering that customers choose, refer, and stand by a company based not on flashy marketing or...
by Brandon Hickie
Customer Success
How Customer Experience & Content Marketing Can Work Together to Build Retention
Today is CXDay, a global celebration of the companies and professionals focused on creating great experiences for their customers. (To...
by Sue Duris
Customer Success
Hospitality is Key to Customer Success: What Software Companies Can Learn from Shake Shack
Perhaps the best model for customer success is that of hospitality. I’ve learned a lot about true hospitality by studying...
by Blake Bartlett
Customer Service
Watch
Developing a Multi-Tiered Customer Success Strategy
You want to help every customer who signs up for your software get the most value from your service. But you...
by Nick Mehta
Customer Success
Watch
The Big Problems with Net Promoter Score: Do We Need a New "Ultimate Question"?
Over the past 12 years, Net Promoter Score has gradually become the standard for measuring customer loyalty and satisfaction. Built on...
by Bill Price
Community Management
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Blurred Lines: Today's B2B Customers Expect B2C Experiences
Earlier this year, we had the opportunity to host a book launch event for one of our senior advisors, Bill Price,...
by Bill Price
Customer Success
Me2B: The Next Generation of Customer Service Changes

OpenView Senior Advisor Bill Price, Amazon’s first VP of Global Customer Service, discusses his latest book and sheds light on how to succeed in the Me2B era.

by Brandon Hickie
Customer Success
From Reactive to Proactive: Transforming Customer Support into Customer Success

What’s in a name? For cloud backup and recovery software company Intronis, quite a lot. Learn why a simple rebranding of the organization’s customer service function was the first step towards dramatically reducing churn and improving customer satisfaction.

by Jasmine Lombardi