by You Mon Tsang | Jul 29, 2022 | Customer-Centricity
This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high...
by Emily Nesterick | Jul 22, 2022 | Onboarding
Does your Customer Success team suffer from a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. As Donna Weber, a leading onboarding consultant and advisor for CS and...
by Chris Pilbeam | Jul 19, 2022 | Adoption
If you get excited over free samples at the grocery store, you already understand the allure of the free trial. Many businesses start their relationship with potential long-term customers with free trials for their product or services. SaaS companies, however, have...
by Anna Garbar | Jul 14, 2022 | Customer Success Strategy
As a customer learning and education specialist at ChurnZero, I spend a lot of time consulting with subject matter experts—mainly implementation managers and CSMs—to create new customer education content. While the topic of our conversation varies, the...
by You Mon Tsang | Jul 8, 2022 | Metrics
This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was...
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