The intersection of AI and customer success offers a promising horizon. AI introduces efficiencies, personalization, and data-driven insights that can redefine the CS experience.

The root of effective customer success lies not merely in providing solutions or services, but in comprehending the reasons that drove your customer to choose your product or service in the first place.

Can we transform our companies so we can pursue our own company goals, knowing that this makes our customers successful and that at all times ensures these processes are top-down driven across the company?

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

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?

While most companies track their churn rate, they often fail to look deep enough into it. Simply saying your churn is 7% is not enough information to take meaningful action.

Working with Developers though can often present unique challenges. What tips can we think about to ensure we're delivering for clients, together?

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!

Goal setting is an essential part of achieving success. But are you focusing on outcomes? More often than not that's prone to failure.

As a business grows, maintaining an existing customer base becomes just as important as attracting new customers.To ensure sustainable growth, it is important to craft an effective customer expansion strategy.

A quarterly business review is the meeting you have with your client after three months. The objective of this meeting is to discuss the client’s business and what support they need. This is a strategic rather than tactical meeting. At the end of the meeting, you expect to come up with ways you can help the customer achieve their goals.

If your company doesn't have a Customer Success strategy in place, now is the time to start developing one.

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.

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.

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.

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.

While the Monthly Recurring Revenue (MRR) metric provides an estimate of the company's monthly revenue, it is not adjusted for upgrades, downgrades, and customer churn. Contrary to that, the Net Revenue Retention (NRR) measurement provides you with insights into whether your business is growing or losing revenue every month from your existing customer base.

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).

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.