Successful customer-led growth strategies must include data collection so the CS team can track patterns and discover prevalent trouble spots and successes that they can either fix or lean into for superb customer experiences.
Customer success isn’t the same as customer service. While the overarching goal of both is to create happy customers, the two are vastly different in how they carry out that objective. Both are necessary for software adoption and utilization, but one is not a substitute for the other.
Playbooks provide proactive best practices to help the busy customer success manager (CSM) accomplish more without hiring more. They assist the customer-facing team with a set of repeatable processes and actions to achieve desired outcomes that benefit both the business and the client.
When the CS team can easily see short-term goals and focus on vital metrics, customer pain points can quickly be righted. Overall adoption and performance with your products will be enhanced.
It’s critical to act fast when you begin seeing the signs of customer churn. Customers are a finicky breed. Yes, we want a great product, but we also demand a terrific customer experience. Business leaders from all over the globe weighed in on some of the reasons why your customers could be deciding to look elsewhere and what you can do to get them back. Read on to find out what they had to say:
Tech-touch improves communications between you and your customers, strengthens your b2b relationships, and provides self-sufficient help services while enhancing your data.
There is a gender pay gap in customer success compensation. Here’s what the data shows.
As CS leaders and executives make plans for 2023, here are the top five trends in customer success compensation.
In a CHATalyst interview, Ejieme Eromosele shared how to create a customer growth flywheel.
You need to build CS teams for elasticity rather than simply raw power or hustle. Here’s how one CS executive does it.
New customer success leaders have an intense task ahead of them. Here’s how to get up to speed quickly
Video is an impactful customer experience tool. Alex Naumov from Vidyard explains how to do video authentically
Customer Success is one of the fastest-growing careers in the world, but what does the career...
Moving to a new CS Platform can be a daunting task.
It’s hard to take time off, especially if you’re in a customer-facing role.
The top SaaS companies in the world have built incredibly customer-centric organization...
In our 2nd annual report, nearly 2,000 customer success professionals shared...
40+ Customer Success Leaders share their thoughts on the future of our industry.
Every Customer Success leader is working to increase their NRR.
Mental health and wellness resources for the Customer Success community
Our monthly Community demo is a great and fun way to learn about Catalyst as part of a group.
In the past year, CS has become one of the most important drivers of revenue.
Join us September 27-28 to learn how Customer Success will lead the way forward.
A key customer suddenly wants to churn and their CSM is away on a camping trip without internet. It'
CS leaders have trust issues with a very important data point – their customer health score.
Normalizing the topic of mental health at work begins with talking about it.
We brought together 3 experts to crack the code when it comes to getting promoted.
One of the trickiest Customer Success Management skills to develop is discovery.