Customer engagement

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?...

Not all forms of engagement are created equal. Understanding the distinctions between customer engagement and community engagement is crucial....

In a realm where customer relationships and strategic engagements are paramount, the evolution of CS has been both a challenge and an adventure, shaping and reshaping the way we interact with and deliver value to our customers....

As your clients evolve, so does the complexity of their needs. And amidst this escalating complexity, one question invariably rises to the surface for every Customer Success Manager (CSM): "Is my customer success tech stack up to scratch?"...

Let’s say you have just completed a successful implementation, the customer gave you a nice NPS, users are taking up new features and functionalities and you are considering asking this new logo to be a testimonial for your product (and your sales team loves you for this too!)....

A customer roadmap can be volatile. From customer onboarding and the implementation stage to customer retention or a potential conflict stage, there are multiple avenues the customer could take in their journey. As a customer success professional, the one you want to focus on is value....

When executed properly, in-app messaging can significantly improve the user’s experience; messaging that’s contextual and personalized. This not only improves your chances of converting a lead into a customer, but it can also increase your customer retention rate....

When you think of the three keywords in the title – engaged, happy, successful– which one seems the most significant? Actually, the only one that really matters is success. Once you have a strong roadmap for customer success, those other traits will naturally follow....