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Customer success automation saves your team time
Customer Success

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time

5 – min read The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build …

Engaging customers during COVID in the right way can cut through the noise
Customer Engagement

Engaging Customers During COVID-19: How to Cut Through the Noise

3 – min read Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The …

Speed up new user onboarding
Onboarding

4 Ways to Speed Up New SaaS Customer Onboarding

6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …

The best B2B client expansion strategy.
Best Practices

The Best B2B Client Expansion Strategy

5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …

Preventing customer churn during a pandemic means following thoughtful strategies.
Customer Retention & Churn

Customer Churn During a Pandemic: What SaaS Companies Need to Know

4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …

Customer Engagement

3 Communications Strategies to Use During a Crisis

3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …

COVID-19’s Effect on Customer Churn - What You Can Do About It in 5 Steps
Best Practices

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps

4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …

Think about how to improve NPS if you have scores below 7.
Customer Engagement

How to Improve NPS: 6 Best Practices for Your CS Team

5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …

Best Practices

Has anyone talked to your customer today?

3 – min read As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must …

Customer renewal strategies can help you maintain your renewal rates even in economic crisis.
Customer Retention & Churn

3 Customer Renewal Strategies that Work in Uncertain Times

5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …

A good customer success crisis plan can help you maintain relationships with customers and mitigate the effects of a crisis on your employees' productivity.
Customer Retention & Churn

Revising Your Customer Success Crisis Plan

5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …

Retain at-risk customers with a plan to reach practical goals.
Customer Retention & Churn

How to Retain At-Risk Customers When Everyone is At-Risk

4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …

Set your remote customer success team up to be as effective as possible.
Best Practices

5 Best Practices for a Remote Customer Success Team

6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …

Reduce customer churn in SaaS markets by engaging and delivering value.
Customer Retention & Churn

5 Ways to Reduce Customer Churn for SaaS in a Recession

4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …

A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn.
Customer Retention & Churn

You Need a SaaS Churn Analysis ASAP. Here’s Why.

3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …

Customer retention strategies in 2020 are quickly changing and those focused on digital transformation and customer engagement will ultimately retain more customers.
Customer Retention & Churn

The Best Customer Retention Strategies in B2B for 2020

4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …

Effective customer retention software will gather customer information and create actionable, results-driven goals.
Customer Retention & Churn

Is Customer Retention Management Software Worth It?

4 – min read Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad …

The best customer retention strategies arm you for any situation.
Customer Retention & Churn

Customer Retention Strategies That Work in Uncertain Times

4 – min read Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand …

Effective customer retention strategies to ensure the success of your client and your business.
Customer Retention & Churn

6 SaaS Customer Retention Best Practices

5 – min read In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a …

Customer Lifecycle

A Customer Churn Analysis Checklist

2 – min read It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more …

b2b customer segmentation
Best Practices

6 B2B Customer Segmentation Best Practices

5 – min read The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. While most of us associate …

Customer Success vs Customer Experience
Customer Experience

What’s the Difference Between Customer Success and Customer Experience?

5 – min read You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to …

What is the right customer success technology and how it can improve your B2B Customer Lifecycle Management?
Customer Lifecycle

How to Select a B2B Customer Lifecycle Management Solution

3 – min read Attracting new leads is great—but what then? Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. …

Customer Lifecycle

Managing B2B Customer Lifecycle Stages

4 – min read Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way …

customer success analytics
Customer Success

How to Use Customer Success Analytics to Your Advantage

4 – min read Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has …

These customer experience tips are meant to help turn customer expectations into customer happiness.
Best Practices

Top 5 Customer Experience Tips to Keep Customers Happy

4 – min read Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their …

Voice of the Customer best practices turn words into action.
Best Practices

6 Voice of the Customer Best Practices You Should Implement

4 – min read Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and …

The first step to fixing a high churn rate is to learn its causes and how to address them.
Customer Retention & Churn

How to Fix a High Churn Rate

4 – min read Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to …

customer centric enterprise

Create a Strong Customer Engagement Strategy

3 – min read We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them …

Customer Success vs Customer Service
Customer Success

Customer Success vs. Customer Service: How They Work Together

4 – min read A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet …

Many of the dominant themes for the coming year and decade address the need to better align enterprise actions with customer goals.
Customer Success

The Top 7 Customer Success Trends for 2020

4 – min read As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible …

customer success marketing
customer marketing

Customer Success and Marketing: How These Teams Collaborate

4 – min read Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical …

customer success adoption plan
Adoption

How to Create a Customer Success Adoption Plan

4 – min read
Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan.

customer success factors
Customer Success

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

4 – min read The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal…

customer centric growth
customer centric enterprise

5 Best Practices to Encourage Customer-Centric Growth

4 – min read A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy.

customer success vs account management
Customer Experience

Customer Success vs Account Management: Understanding What Each Team Does

3 – min read Customer success and account management share common goals: Building customer loyalty and driving growth.

what is customer retention management
Customer Retention & Churn

What is Customer Retention Management and Why Does it Matter?

4 – min read As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises.

churn management strategies
Business Insights

The Top 7 Churn Management Strategies for B2B Enterprises

4 – min read There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

Your CS team members should be assigned a specific role and set of responsibilities that facilitates smooth operations.
Customer Success

Understanding the Customer Success Team Structure

5 – min read The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain …

Customer Success

Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together

3 – min read Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide.

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