Customer Success

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Customer Success
The Customer Success Managers' Role in a Product-Led Growth Business

Customer Success Managers can be the hidden gems of product-led businesses. Here’s how to ensure the two approaches align.

by Chris Gaertner
Customer Success
Customer Success: Leading Growth Beyond Contract Close
Product-led growth (PLG) has amplified a noticeable change in how companies think about customer acquisition. What was once an upfront...
by Chris Gaertner
Customer Success
How Can Startups Enforce the Right to Disconnect? Use Customer Success Philosophies

Remote work is the new norm, so is it time to institute a “right to disconnect” policy for your team?

by Claire O'Regan
Customer Success
Usage-Based Pricing Playbook: Customer Success Is A Mindset, Not Just a Job
2021 has proven to be the year of usage-based pricing.  45% of expansion stage SaaS companies now say they have...
by Kyle Poyar
Customer Success
5 Stats That Prove Customer Service Enablement Should Be the Next Sales Enablement

The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.

by Olivia Schwan
Customer Success
Let's Stop Calling Churn a Customer Success Problem

Making customers succeed is a business-wide responsibility that requires contributions from each function.

by Kyle Poyar
Marketing
10 Critical Brand Marketing KPIs You Should Be Measuring in 2020
When it comes to creating new marketing campaigns for your brand, data is king. Using a data-driven strategy ensures that...
by Kevin Payne
Customer Success
Why Customer Success Leaders Aren't Getting a Seat at the Table

With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.

by Chris Hicken, CEO at 'nuffsaid
Customer Success
Practical SaaS Retention Strategies That Move the Needle (Part Two)

Learn several strategies to improve retention in this two-part series.

by Corey Haines