As your team is planning out the customer onboarding experience, it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years…

Every year, reports are published claiming that ‘this is the year of x’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries…

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side,…

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department –…

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. While customer success programs tend to focus more and more on the business aspects of…

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers.  When…

It's important to map out and monitor your customers' journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates.  That’s why we've compiled some of the best customer journey analytics…

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple…

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of…

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. With many influencers and industry experts in a single place, they can offer…

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve  – your customer attrition rate. Your customer churn rate shows…

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation…