9 Best Articles in 2022
First Round
Mastering the Art of the Outcome: How Guru Turned Customer Success Into a Company Cornerstone
First Round
~18 min read · From 2019 · At Guru, customer success is at the center of every aspect of company-building, from product design to sales strategy. Co-founder and CEO Rick Nucci shows how a relentless dedication to outcomes gives…
Reader View · Shared by 73, including JD Prater, 瑞拿頭, Josh Kopelman, Jonathan Kogan, Niklaus Gerber
sixteenventures.com
Customer Success Defined: A Guide for SaaS Companies
sixteenventures.com
From 2015 · How do you define Customer Success? Is it a technical or organizational initiative? Is it dimensional or multi-faceted? Here's the complete story.
Reader View · Shared by 43, including ̗̀ ̗̀Manuel Marquina, Moritz Meenen, Dominik Grolimund, Andreas Brenner, Greg Meyer, Ilia Markov
VentureBeat
How AI can improve services revenue and customer success
VentureBeat
5 min read · May 12th · Having real-time data that can be modeled using AI and machine learning can help to solve customer success challenges today.
Summary · Reader View · Shared by 31, including Wilko S. Wolters 🇩🇪🇪🇺 See you at #HM22 ⚙️, Michael Fisher, John Nosta, Evan Kirstel the $B2B Techfluencer, Cyril Coste 🥇#DigitalTransformation, Shelly Kramer, R.NFT R “Ray” Wang 王瑞光 #1A #Metaverse #Freedom
tymeshift.com
Improving Employee Experience to Improve Customer Experience
tymeshift.com
6 min read · Mar 29th · A set of 8 tips, tools, and other success criteria to ensure a better Employee Experience and better customer service.
Reader View · Shared by 30, including Annette Franz, CCXP, Thomas Pleil, Bob E. Hayes
Forbes
20 Stats Tying CEO Involvement To Customer Experience Success
Forbes
2 min read · From 2019 · 20 Stats Tying CEO Involvement To Customer Experience Success A number of people can own customer experience in an organization, but the CEO’s involvement has a huge impact on overall success.
Reader View · Shared by 18, including Blake Morgan, DestoWakabayashi, ClearAction / Lynn Hunsaker, CCXP, Dan Gingiss - The Experience Maker™, Bill Quiseng
Econsultancy
What is customer success and how does it differ from customer service and customer experience?
Econsultancy
7 min read · From 2019 · The concept of "customer success" has been steadily gaining momentum during the second half of the 2010s. Where did it come from, and is it a trendy new buzzword or a worthwhile movement?
Reader View · Shared by 17, including Kelly Hungerford 🌻, Adrian Swinscoe, Tony Restell, 🏴 Eithiriel (Nichole Elizabeth DeMeré)
SaaStr
How to Invest in Customer Marketing: The 10+10 Framework
SaaStr
4 min read · From 2018 · I want to spend a lot of time in the coming year on SaaStr on Customer Marketing. While the concept may sound old hat to those that have been in the
Reader View · Shared by 32, including Klaus Eck, Chris Schultz ✌️, Jason ✨BeKind✨ Lemkin #ДобісаПутіна
appcues.com
How to Create Customer-Centric (Not Product-Centric) User Onboarding Flows
appcues.com
10 min read · From 2017 · It's time to rethink the product-centric onboarding flow and infuse customer success principles into the all-important new user experience.
Reader View · Shared by 38, including Jim Mayes, Jacob Jarnvall, Yazeed Al Oyoun, Mark Pitman
Entrepreneur
Customer Experience Will Determine the Success of Your Company
Entrepreneur
4 min read · 2020-08-06 · Take a cue from Amazon and Netflix and use every tool in your arsenal to keep people coming back.
Reader View · Shared by 47, including Marsha Collier, Bob E. Hayes, John Hall, Nicolas Babin #AmazonPartner, Bill Quiseng, Real Marsha Wright®
Trending
VentureBeat
How AI can improve services revenue and customer success
VentureBeat
5 min read · May 12th · Having real-time data that can be modeled using AI and machine learning can help to solve customer success challenges today.
Summary · Reader View · Shared by 31, including Wilko S. Wolters 🇩🇪🇪🇺 See you at #HM22 ⚙️, Michael Fisher, John Nosta, Evan Kirstel the $B2B Techfluencer, Cyril Coste 🥇#DigitalTransformation, Shelly Kramer, R.NFT R “Ray” Wang 王瑞光 #1A #Metaverse #Freedom
tymeshift.com
Improving Employee Experience to Improve Customer Experience
tymeshift.com
6 min read · Mar 29th · A set of 8 tips, tools, and other success criteria to ensure a better Employee Experience and better customer service.
Reader View · Shared by 30, including Annette Franz, CCXP, Thomas Pleil, Bob E. Hayes
Matt Heinz
Customer Success—and PLG—as a Profit Center
Matt Heinz
5 min read · May 20th · What's the secret to driving B2B cross-sell and upsell opportunities? Your Customer Success team! Leverage their unique role to spur revenue.
Reader View · Shared by 9, including Mike Kunkle, ANTHONY IANNARINO 🇺🇸
VentureBeat
The secrets to Apple and Tesla’s customer success are finally attainable for B2B businesses
VentureBeat
4 min read · May 6th · Companies that want to unleash the power of customer success must transform the customer journey into a product.
Reader View · Shared by 7, including Evan Kirstel the $B2B Techfluencer
More like this
David Skok
Manage Customer Success to Reduce Churn
David Skok
~16 min read · From 2015 · The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. That means making sure they …
Reader View · Shared by 33, including Tyler Rooney, Moritz Meenen, Greg Meyer, Weiting Chen, Dominik Grolimund, Leslie D
Forbes
Twilio Set To Acquire Cloud Customer Data Startup Segment For $3.2 Billion
Forbes
2 min read · 2020-10-09 · With cloud companies booming during the pandemic, one of the category’s recent public-company success stories is set to make a splash by spending billions to acquire one of its up-and-comers.
Reader View · Shared by 59, including Scott Brinker, R.NFT R “Ray” Wang 王瑞光 #1A #Metaverse #Freedom, Daniel Newman, Owen Williams ⚡, Damien de France 🌍 🕊️🇺🇦, Nicolas Babin #AmazonPartner, Peter Kazanjy
blog.drift.com
7 Customer Success Secrets From “The Churn Whisperer” Greg Daines
blog.drift.com
6 min read · From 2017 · The traditional customer success playbook just doesn’t work for SaaS. That’s why Greg “The Churn Whisperer” Daines recommends you do this instead…
Reader View · Shared by 19, including Nir Eyal, dcancel.eth, Tim Herbig
blog.userlane.com
Epic Guide To SaaS Metrics for Customer Success and Product Management
blog.userlane.com
20+ min read · From 2017 · Customer Success, customer support, and product management all have their specific metrics and KPIs. But in a CX-centric world in which we try to avoid silos structures and blame, every interaction…
Reader View · Shared by 10, including Tim Herbig, Stefan Weber, Quim
Moz
What the Local Customer Service Ecosystem Looks Like in 2019
Moz
20+ min read · From 2018 · Excellent customer service is baked into every aspect of your local search strategy. For success in 2019, learn how to market a local business with the customer in mind at every point, from GMB to…
Reader View · Shared by 25, including Chris Kloss, Stephanie A Kowalski
ubisend.com
Conversational marketing: Future of customer success
ubisend.com
6 min read · From 2017 · Introducing conversational marketing. Conversations will take a huge part in the customer journey to success in the near future. Learn how!
Shared by 16, including Chris Messina, Patrick Scheuerer, Veronika Lampion
crisp.chat
Crisp | The Best Live Chat and Customer Support for your Website
crisp.chat
1 min read · From 2017 · [WEBSITE_NAME] is using Crisp to increase customer satisfactionUse Crisp for freeMessagingMagicMapMagicBrowseCRM
Reader View · Shared by 37, including Ethan Anderson, Thomas Kaul, Stefan Weber, Sachin Rekhi, Mike Ivars, Atul Pradhananga, Andreas Von Gunten, Quim, Galen King
insided.com
inSided: Customer Success Community Software
insided.com
5 min read · 2020-12-06 · The only customer success community platform built to help B2B SaaS improve customer success and retention. Measurably increase engagement by combining online community and a self-service knowledge…
Reader View · Shared by 10, including Steed Monteiro, Jonathan Kogan
Ann Handley
Top 5 Critical Components of Great Customer Experience
Ann Handley
From 2020 · Among the top critical elements of customer experience (CX) success are delivering elegant interactions and providing speedy service, specialists say. Check out more study findings.
Shared by 20, including Mike Kunkle, Drew McLellan (he/him), Jonathan Kogan, Tom Pick | #B2Bmarketing guy
