Much like making a batch of pancakes, your first attempt is never as good as the ones to follow. In fact, we’re big advocates of multiple drafts and taking time to perfect your work.| Customer Success Collective
Mutual engagement plans provide concrete and quantifiable evidence of all the work you and your stakeholders have been able to accomplish – even better if they’re led by customer success.| Customer Success Collective
Onboarding greets us in new jobs, schools, apps, and devices. This process of training and orientation enables smooth transitions. But what makes for quality customer onboarding? Let's explore the art and science behind integrations that stick.| Customer Success Collective
I’m going to focus on a really crucial element for customer success: how do you prove the value of customer success to your organization and customers?| Customer Success Collective
Increasing retention by just 5% could drive your profits from 25% to 95%. It seems silly to dismiss a potential profit increase like that, right? That’s why customer retention strategies are such an important factor when it comes to customer success.| Customer Success Collective
When a customer stops subscribing to a product, or a service, it’s referred to as customer churn. While this is primarily used in the world of SaaS, the principles behind churn detection, calculation and strategy can be applied to product subscriptions too.| Customer Success Collective
As a CSM, figuring out the best way to interact with customers can be a challenge. You don’t want to bombard them with emails or product updates, nor do you want to leave them in the lurch. This is where high-touch and low-touch engagement models come into play.| Customer Success Collective