Do you ever struggle to come up with new customer engagement ideas? It’s one thing to understand the importance of user engagement, but implementing the strategy and creating relevant touchpoints…
Customer success as a standalone role or department is still a relatively new concept in the SaaS industry. It’s come a long way in the last five years, but we…
Need to catch up on customer success reading? Here are a few of our favorite stories from March. How Emotion-Driven Innovation Increases Customer Loyalty | Jeanne Bliss “Emotional understanding of…
Customer success conversations are happening everywhere. From blog posts to speaking sessions at conferences, there are endless opportunities to join the conversation. A recent customer success resource we’re loving are…
Segment is a platform that collects, stores, and routes your user data to hundreds of the tools you use every day to make your business successful. Now, the power of…
Customers are the heart of any business, but ironically, they aren’t always the voice. It’s easy to remain in the feedback loop within your team or with your investors or…
We sat down with Emma Rose Snyder, Customer Empathy Specialist at Toast, to discuss the importance of customer empathy, how to measure it and what tips and best practices she…
If there’s one thing we love in customer success, it’s the continuous plethora of resources from the industry’s top thought leaders! Here are a few of our favorites we bookmarked…
If there’s one thing we can count on in the customer success community, it’s an abundance of resources. Especially in the New Year, we were thrilled to see such motivational…
Customer Success Managers are tasked with continually staying up-to-date with user expectations and desired outcomes, as well as doing everything they can to help customers towards those goals. While Customer…
Whether you’re a veteran or first timer, SaaStr Annual can be overwhelming. From marketing and sales to product and engineering, there are 300+ speakers and 150+ sessions to choose from….
For most, the New Year signifies a time of reflection. We think about our triumphs and failures, lessons learned, and how we can use those experiences to challenge ourselves in…
The new year is a time for reflection as well as outlook, and for SaaS leaders, it’s no different. For this installment of our From the Experts series, we asked…
Staying on top of all the things that need your attention every day is tough work, especially for customer success managers and professionals. You’re on the front lines with customers,…
As SaaS leaders, we know all too well that the customer success industry is evolving at a rapid rate. So much so, it’s often hard to keep up. As the…
David Skok has said one of the top two reasons for churn is “failure to successfully onboard the customer.” And think about it: We’ve all experienced friction when using a…
In our 2018 SaaS User Adoption & Onboarding Benchmarking Report, we discovered that improving customer onboarding is a top priority for 70% of B2B SaaS companies and 26% intend to…
As the demand for customer success continues to rise in the SaaS industry, so does the need for education. With the increase in customer success conferences and tradeshows each year,…
A common question that many of our SaaS clients ask is: “What’s more lucrative, retaining a customer or closing a new one?” Well, there’s really no debate. Studies prove that…
Getting all of the features and procedures within your app right takes some trial and error. So, too, do the offline processes that happen within your company. A prime example…
