Customer Success
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 Customer Success
Professional Services and Customer Success in SaaS Startups
Surveys have found that a dedicated Professional Services team can lead to more enterprise deals and lower churn. But, these resources need to be used wisely and should be differentiated from Customer Success. Here's why.
by Brooke Goodbary