As the technology market enters a new era, Customer Success (CS) has become a critical differentiator for businesses. According to Gainsight’s The Evolution of Customer Success Report, 98% of companies plan to increase or maintain CS headcount over the next year.  But, at the same time, the need for CS... read more →

Delivering exceptional customer experiences is imperative for all Customer Success teams. However, ensuring that you deliver the right information, at the right time, through the right channels is particularly challenging within the current "do more with less" mandate we all face.  If you're looking to enhance your customer engagement model... read more →

Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected.  Fragmented technologies pose a major challenge to organizations striving to deliver cohesive customer experiences, especially those looking to: Deliver digital-led onboarding motions as their business... read more →

“This should come as no surprise, but the most digital part of Customer Success is in your products. And the best digital products really see you. They know who you are. They know your goals. And they help guide you to the right outcomes.” Jake Ellis, Principal Product Evangelist, Gainsight ... read more →

When I joined Coveo, they had a great Customer Success (CS) team and were doing an excellent job servicing customers. They were a small group fully committed to their customers’ success. Coveo was innovating at an incredible rate, and the Customer Success team was fortunate enough to start experiencing some... read more →

The curtains have closed on another remarkable edition of CxO Summit EMEA, leaving us buzzing with excitement and brimming with new ideas. Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court... read more →

If you’re a Customer Success Manager, you’re probably suffering from TMT syndrome – Too Many Tasks! Using the right productivity tools can turbocharge account and customer relationship management today. Picking the right ones for meetings, communications, and time usage can help the working CSM get things done fast(er). This list... read more →

Digital Customer Success (DCS) is continuing to evolve as a way to elevate and scale customer experiences—without burning out Customer Success Managers (CSMs). With a renewed spotlight, Digital Customer Success is now the number-one priority for CS leaders. But, while DCS isn’t rocket science, it can feel like there’s a... read more →

Unless you’ve been living underground clinging to a low-fi lifestyle, then you’ve likely heard of the AI-powered revolution taking the world of Customer Success and Community by storm: Digital Customer Success, or DCS for short. https://giphy.com/gifs/fallontonight-tonight-show-bob-odenkirk-have-you-heard-0U2CHH6xKvjIpNqzrN DCS is a strategy to efficiently drive customer adoption, retention, and growth by providing... read more →

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. But many organizations stumble when designing their first scorecard, failing to grasp the nuances and potential pitfalls involved. In our recent Titans of Scale webinar, we dug into perspectives on health scores from both... read more →