Userlot Customer Success Blog

Resources and insights

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Resource

AI in Customer Success: Current Trends and Future Predictions

AI introduces efficiencies, personalization, and data-driven insights that can redefine the CS experience.
Charles Connell
August 9, 2023
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Your Guide to QBRs that deliver real Customer Success

It's high time we redefine QBRs, turning them from one-sided sales presentations into engaging, collaborative discussions.
Charles Connell
July 28, 2023
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Success Plans: The Starting Point of Effective Customer Success

You need to understand the reasons that drove your customer to choose your product or service.
Charles Connell
June 20, 2023
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The importance of SMART Customer Success Goals

If your company doesn't have a Customer Success strategy in place, now is the time to start developing one.
Lynda Cope
June 15, 2023
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Let's talk about customer success debt

We all know about technical debt and the problems it can cause if you don't address it in a timely manner. But what about customer success debt?
Charles Connell
June 15, 2023
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Understanding Churn is Key to Keeping Your Customers

While most companies track their churn rate, they often fail to look deep enough into it. Simply saying your churn is 7% is not good enough.
Charles Connell
June 10, 2023
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Forget setting Goals for 2023 - The power of Process

Goal setting is an essential part of achieving success. But are you focusing on outcomes? More often than not that's prone to failure.
Colin Goudie
May 25, 2023
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A guide to planning your workday [Customer Success]

As a Customer Success Manager, you definitely have a large backlog of tasks, and it’s easy to get sidetracked and end up spending your time on the wrong activities.It is important to have a clear plan of what you are going to do when you arrive at your desk at the start of your day. Let’s look through the best practices to achieve this.
Lynda Cope
May 24, 2023
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Why you need to align Customer Success with Sales and Marketing

While we may currently be facing short term challenges; it's always important to have long term strategies; after all - we want long term customers!
Charles Connell
May 2, 2023
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Why I want you to be selfish - Be unashamed to focus on revenue

Is Customer Success broken; and how can we get it back on track.
Colin Goudie
April 24, 2023
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How to Identify at Risk Customers [And What to Do About It]

For your SaaS business to succeed, you need to retain customers even as you acquire new ones. With high customer retention, there are more opportunities to enjoy economies of scale, gain new customers through referrals, and upsell or cross sell new offerings.
Lynda Cope
April 18, 2023
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Customer Journey and Lifecycle Stages Guide

The customer journey refers to steps that customers go through as they engage with a company or business. You need to understand your customer journeys so that they create experiences that maximize sales revenue while minimizing costs.
Charles Connell
April 4, 2023
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Comprehensive Guide to Quarterly Business Reviews [Customer Success]

The Quarterly Business Review (QBR) is a strategic meeting, learn how to get it right!
Charles Connell
April 1, 2023
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6 tips for Developers working with Customer Success

If you’re a developer, here's a list of things to think about when working with Customer Success. And if you’re a CSM - share this with your product teams. Maybe at your own risk
Colin Goudie
March 29, 2023
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6 Tips for Customer Success Managers working with Developers

Working with Developers though can often present unique challenges - let's explore tips to get it right!
Colin Goudie
February 10, 2023
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Unpacking the Role of CS Ops in Customer Success Outcomes

CS Ops is the unsung hero working behind the scenes to optimize the Customer Success function.
Lynda Cope
January 2, 2023
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Why you need to look beyond MRR [The importance Net Revenue Retention]

Tracking MRR on it's own isn't enough. Explore the importance of measuring Net Revenue Retention.
Charles Connell
October 4, 2022
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Understanding NPS [Net Promoter Score]

Raw data around product usage and activity may not always accurately determine the health of your customer. You may have frequent users as a result of business requirements - but they may be unhappy and looking for an alternative solutions. One of the most commonly used metrics for measuring customer satisfaction is Net Promoter Score.
Charles Connell
August 27, 2022
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Customer Health Score Guide

A Customer Health Score is a calculated number that measures your customer’s relationship with your product and brand. It indicates your customer’s likelihood to remain loyal and expand their relationship with you (or alternatively churn).
Charles Connell
June 16, 2022
Resource

SaaS Customer Retention: Strategies to Implement

Building customer loyalty, retaining a customer base, and increasing revenue from existing customers are critical success factors for Saas companies. Indeed, it’s not a secret that raising the loyalty of existing clients is often much cheaper than attracting new users.
Charles Connell
December 7, 2021