Customer Success
Customer Success
The Key to Happier Customers? Customer Success and Product Management Alignment.
The sophistication of marketing automation tools combined with a strategic focus on sales and marketing alignment for B2B and SaaS…
by Nicole Wojno Smith Customer Success
How to Improve Customer Experience through NPS Segmentation
In a recent piece published on this site, I posited that while Net Promoter Score (NPS) is a key component…
by Sue Duris Customer Success
100 Customer Success Leaders Weigh in on the Most Important Metrics to Measure
For a SaaS organization of any size to be truly successful, there must be an overarching theme of customer-centric focus.…
by Dave Blake Customer Success
The Secret to Sales & Marketing Alignment? Customer Focus.
Editor’s Note: This article first appeared on Inc. here. Most consumers don’t know the difference between sales and marketing and don’t care,…
by Scott Maxwell Customer Success
3 Signs Your Startup Needs a Dedicated Customer Support Function
For a young company, the focus is typically on raising capital and acquiring customers. And for a while, that is…
by Lesley Hausmann Customer Success
Why Your Customer Health Score May Be Quite Useless: Your Framework to Calculate CMI
The Customer Health Score (CHS) has become a prominent metric for CS executives and Customer Success Managers (CSMs). Every CS…
by Boaz Maor Customer Success
Ushering in the New Era of Customer Service with Chatbots
It’s no secret we are living in an age of “always-on” consumerism. Given the rise of mobile and ease of…
by Tracy Vides Customer Success
How Successful is Your Customer Success Program? A Guide to Quarterly Business Reviews
Those of us in customer success are all too familiar with the quarterly business review, coined the “QBR”. Each quarter,…
by Burke Alder