All Articles

How To Predict Customer Churn: 6 Proven Methods

Predicting and preventing churn is our #1 job as CSMs. But how do you reliably predict who is likely to churn, so you can do something about it? Let's dig into some methods.

The 10 Best Churn Prediction Software For Growing NRR

At a certain stage, software for churn prediction becomes critical. Here's 10 of the top tools, their features, pricing, and more to help you choose.

Customer Success Automation: 7 Tasks You Can Automate (And the Ones You Shouldn’t)

Your customer success automation should be just right. This article will share 7 CS tasks you can automate, and the ones you shouldn’t!

Top 9 Customer Success Platforms: Differences, Pricing & More

Customer Success Platforms are WAY harder to buy than they should be. The differences are unclear, the pricing is unclear, and the whole process is just... hard. Here's some info to help you narrow down your list, & get demos only with platforms that are a good fit for your CS model.

13 Best Customer Portal Software For Every Use Case

Looking for a tool to create a customer-facing portal for collaboration, support tickets, & more? Here's 13 of the best -- with everything you need to decide which one is right for you.

10 Customer Success Certifications To Grow Your Career

How To Get Buy-In For A Customer Success Platform Purchase (+ Expert Tips)

Struggling to get leadership buy-in for a CSP purchase? I'll help you articulate the core benefits and some concise tips to get your budget approved!

CRMs vs Customer Success Platforms: Why Can't We Use Salesforce For That?

If you've pitched for new software as a customer success leader, there’s a good chance you've heard this objection: "Why can't we just use Salesforce for that?" It's a fair question, and here's your answer to it.

Customer-Led Growth: 10 Principles & How To Implement Them

"Customer-led growth" is a hot new buzzword. What does it mean? Here's the 10 key principles, how it differs from product-led growth, and how you can get started implementing CLG.

How To Create A Customer Health Score Formula, Step By Step

Not sure where to start with health scoring? Here's a beginner-to-expert guide, featuring insights & advice from Customer Success & ops leaders at Gong, Planhat, Mailmodo, and others.

How To Create A B2B Customer Success Strategy (6 Steps & Tactical Advice)

Here's a customer success leader's 6-step guide to developing a B2B success strategy: from defining what success looks like, mapping out the journey, tooling, and more.

How To Get Leadership Buy-In For Customer Success Initiatives

If you've ever had customer success initiatives blocked by leadership, you know how frustrating it can be. You need the data to prove your worth, but alas! The data only comes once you have buy-in. It's the classic chicken-and-egg conundrum, wrapped in a paradox, and served with a side of frustration.

10 Customer Success OKR Examples (& How To Set Them)

Setting customer success OKRs? Here's my advice on how to figure out your team's OKRs, with 10 example objectives, key results, and initiatives for inspiration!

15 Key Metrics For SaaS Customer Success Teams (& How To Measure Them)

Focusing on the right metrics can make or break your team's success (no pun intended). Here are the top customer success metrics, how they're measured, and some advice from the pros on how/where to focus your effort.

How To Structure A Customer Success Team (For Every Business Model)

How do you implement a customer success team into your org? Who should you hire at different stages of growth? Which roles are needed, what are they called, and who reports to who? Here's an overview of how different company models & stages can structure their CS team.

How To Onboard A New CSM: Best Practices & 30/60/90 Day Plans

As a manager, you’re responsible for helping new starters reach their full impact (on revenue, and culture) as fast as possible. That requires a smooth & effective onboarding process. Here's my advice on how to create yours!

6 Realistic Applications For AI In Customer Success Teams

Learn how customer success teams can leverage AI to enhance customer experiences, streamline workflows, reduce churn, and increase retention rates. 

How To Make A Customer Success Plan: 6 Things To Include (+Free Template)

From sales <> success handoff, to customer onboarding, renewals, and everything in between -- it helps a lot to prepare a clear customer success plan. Here's what I recommend including, together with a free template to get you started.

10 Proven B2B Customer Retention Strategies Used To Achieve 100%+ GRR

Churn hurts, and retention strategies are (part of) the answer. Here's 10 B2B retention strategies the pros are using to shoot for 100%+ revenue retention.

Customer Support vs Customer Success: 7 Key Differences Explained

A quick no-fluff guide to understanding the differences between customer support and customer success.

6 Types Of Customer Education Content (With Examples + Tips)

Content for customer education is a scalable & compounding way to reduce churn, increase activation, expansion, and all the other good stuff. Here's some types & examples you can use in your own org.