Customer Success

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
Customer Success
Are You Reacting or Responding to Your Customers' Needs During the COVID-19 Crisis? There's a Difference.

No matter what pricing actions you’re considering, you must first understand the impact that COVID-19 is having on your customers, their business, their people and their communities.

by Steven Forth
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
Customer Success
Practical SaaS Retention Strategies That Move The Needle (Part One)
Editor's Note: This article is part one of a two-part series outlining strategies to improve retention.  I don’t know about...
by Corey Haines
Customer Success
The Definitive Guide to User Onboarding: Part Three

Wes Bush explains how you can create a just-in-time onboarding email sequence that converts in Part 3 of his 3-Part user onboarding series.

by Wes Bush
Customer Success
The Definitive Guide to User Onboarding: Part Two

Wes Bush breaks down all things user onboarding and discusses advanced user onboarding strategies in Part 2 of his 4-part series.

by Wes Bush
Customer Success
The Definitive Guide to User Onboarding: Part One
Editor's Note: This article is Part 1 of a 3-part series that was first published on the Product Led Institute...
by Wes Bush