More and more customers prefer self-service over having to engage with a company’s support team. Support-seekers often think of self-service as the fasted method to resolve their issue. No waiting in a queue, no explaining the problem, just searching for the results and following along. Having this information readily available for customers can greatly reduce customer support tickets.

Customer engagement–it’s a big deal. Everyone is trying to improve their customer’s experience. An engaged customer is a raving fan. They’re more loyal (greater lifetime value), will give constructive feedback…

Today, the business world is customer-centric, so communication has significantly changed from the viewpoint of “me” to “you.” The target customer is at the center…

…the North Star in customer success is advisory, we can’t always get there. Why can’t we get to strategy? There are several blockers: Not setting expectations with customers Customer not…

…to you, it the best rarely will. Hiring managers should be sourcing talent in tandem with recruiters. This is time well spent as it helps the recruiting team align on…

In creating a new Customer Success job, you need to think through the key focuses for the role, the job description and the interview process.