I had the pleasure of interviewing James Levine who brings with him over 21 years of experience in the Customer...
Building an Effective Customer Success Team
Customer success teams are crucial to organizations from SaaS companies to small businesses to global corporations....
How to Calculate and Improve Customer Lifetime Value
One of the most important metrics for SaaS companies is your customer lifetime value. Understanding this metric can...
How to Calculate Customer Retention Rate: Exploring Customer, Gross, and Net Retention
How do you calculate customer retention rate? What’s the difference between gross and net retention rates? And most...
Why Investing In Customer Success Software Is Key to Business Growth
Growing a business sustainably is tough. New business is risky and lead generation tactics can waste significant...
How to Identify the Best Upselling & Cross-Selling Opportunities for Your B2B Business
Existing customers are one of your most valuable assets when it comes to company growth and expansion. But how can you...
Ditch the old-school Customer Lifecycles
What is different between pre-sales (new business/new logos) and post-sales (customer success, account management...
The Next Transformation of Customer Success
The story of CS is still in its early stages, but is entering a pivotal point in time. A time that calls for...
How to stay organized in Customer Success
Most CS leaders would agree that staying organized is key to being successful in CS, whether it is on a micro-level...
Does your team know what truly creates value?
To all CS leaders & CS professionals out there. Go to a few of your CSMs/account managers individually and ask...