Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

It’s easy to nail collaboration between customer success and tech teams when you’re a startup organization with a handful of employees and customers. But as the organization scales, collaboration gets ...

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

The year 2023 is nearly over, yet the chance to win the year-end budget crumbs is ever in the heart of many SaaS entrepreneurs. Many of you have had to do more with much less, due to lagging markets, ...

Customer success managers, who once functioned as reactive troubleshooters and retention experts, have transformed into proactive partners situated at the intersection of product, sales and ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

"When was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...

The holiday season is a great time to drive big revenue numbers from your existing customer base, but it’s also an incredibly powerful time to introduce new customers to your brand. In fact, up to 46% ...

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...