Predicting and preventing churn is our #1 job as CSMs. But how do you reliably predict who is likely to churn, so you can do something about it? Let's dig into some methods.
At a certain stage, software for churn prediction becomes critical. Here's 10 of the top tools, their features, pricing, and more to help you choose.
Your customer success automation should be just right. This article will share 7 CS tasks you can automate, and the ones you shouldn’t!
Customer Success Platforms are WAY harder to buy than they should be. The differences are unclear, the pricing is unclear, and the whole process is just... hard. Here's some info to help you narrow down your list, & get demos only with platforms that are a good fit for your CS model.
Looking for a tool to create a customer-facing portal for collaboration, support tickets, & more? Here's 13 of the best -- with everything you need to decide which one is right for you.
Struggling to get leadership buy-in for a CSP purchase? I'll help you articulate the core benefits and some concise tips to get your budget approved!
If you've pitched for new software as a customer success leader, there’s a good chance you've heard this objection: "Why can't we just use Salesforce for that?" It's a fair question, and here's your answer to it.
"Customer-led growth" is a hot new buzzword. What does it mean? Here's the 10 key principles, how it differs from product-led growth, and how you can get started implementing CLG.
Not sure where to start with health scoring? Here's a beginner-to-expert guide, featuring insights & advice from Customer Success & ops leaders at Gong, Planhat, Mailmodo, and others.
Here's a customer success leader's 6-step guide to developing a B2B success strategy: from defining what success looks like, mapping out the journey, tooling, and more.
If you've ever had customer success initiatives blocked by leadership, you know how frustrating it can be. You need the data to prove your worth, but alas! The data only comes once you have buy-in. It's the classic chicken-and-egg conundrum, wrapped in a paradox, and served with a side of frustration.
Setting customer success OKRs? Here's my advice on how to figure out your team's OKRs, with 10 example objectives, key results, and initiatives for inspiration!
Focusing on the right metrics can make or break your team's success (no pun intended). Here are the top customer success metrics, how they're measured, and some advice from the pros on how/where to focus your effort.
How do you implement a customer success team into your org? Who should you hire at different stages of growth? Which roles are needed, what are they called, and who reports to who? Here's an overview of how different company models & stages can structure their CS team.
As a manager, you’re responsible for helping new starters reach their full impact (on revenue, and culture) as fast as possible. That requires a smooth & effective onboarding process. Here's my advice on how to create yours!
Learn how customer success teams can leverage AI to enhance customer experiences, streamline workflows, reduce churn, and increase retention rates.
From sales <> success handoff, to customer onboarding, renewals, and everything in between -- it helps a lot to prepare a clear customer success plan. Here's what I recommend including, together with a free template to get you started.
Churn hurts, and retention strategies are (part of) the answer. Here's 10 B2B retention strategies the pros are using to shoot for 100%+ revenue retention.
A quick no-fluff guide to understanding the differences between customer support and customer success.