Articles

At LinkSquares, we've undergone rapid scaling over the past few years, and if there’s one takeaway from this exceptional growth, it’s that you cannot underestimate the power of data in driving customer success....

Good teams have processes in place to make them better at their jobs. Great teams have enablement strategies to support and empower them. CS enablement focuses on providing customer success teams with the tools, resources, and knowledge they need to excel in their jobs....

Regardless of industry vertical, it’s the question on everyone’s mind: Will my job still be here in 20 years, or will it be replaced by AI? The long and short of it is no, AI won’t wipe out customer support managers and customer service agents....

Let's face it, we all know that a solid onboarding experience is the bedrock of customer success. But what happens when things don't go as planned? When customers aren't fully utilizing your product, or their needs have shifted?...

As a customer success professional, customer experience is at the forefront of your function. In this article, we’re going to explore several ways to keep the customer experience a priority while also juggling more immediate goal....

At Customer Success Collective, we love hearing from Customer Success Managers. In fact, we’re obsessed with them and the work they do; our small contribution is to create a hub of educational resources for global CS enthusiasts....

A well-executed customer education strategy can empower customers, reduce churn, and enhance the overall customer experience. This article will explore the key components of an effective customer education strategy....

The world is full of age-old questions that continually spark, often heated, debates. But to tap into one of the biggest quandaries of the SaaS zeitgeist… who should own customer renewals? Should it be sales? Customer success? Account management? Or perhaps a specialist renewals role?...

Customer experience (CX) and user experience (UX) are two facets of the overall interaction and engagement customers and users have with a brand or product. Sure, both of these terms sound like they’re cut from the same cloth, but they’re interestingly pretty distinct....

Wondering how to educate your executive teams on the importance of customer success? Curious about navigating career paths to the CCO role? What about balancing revenue and profit, and integrating support and services into the customer journey?...

Are customer success teams – who are bringing in revenue growth via account expansion for upselling, cross-selling and renewals – being compensated with a commission on these sales?...

Customer Success Managers are a company's soldiers on the frontline of customer interactions. It'll come as no surprise that having this unique ear to the ground makes them ideally positioned to identify areas for driving revenue and expanding accounts....

I've come to realize that the bedrock of any transformative strategy is deeply embedded in the rich soil of customer experience research. It's a realm where data and human experiences converge and, when harnessed, can unlock untold potential for innovation and growth....

Hiring the right Head of Customer Success? Well, that’s crucial for any organization looking to enhance customer satisfaction, reduce churn, and drive growth. This guide presents 19 key interview questions designed to assess candidates for this vital role. Each question is accompanied by:...

From the early days of SaaS to the post-pandemic world, the landscape of customer relationships has dramatically shifted. That’s really what this article is about; I want to share my personal journey and make a case for why Chief Customer Officers (CCOs) should own revenue....