Understanding customer success
Growth
10 min read
Find out how to define and measure customer success as it relates to your organization’s products and services.
customer success
Customer Service 26 min listen
Oracle’s Catherine Blackmore on the evolution of customer success
There’s plenty of talk of meeting customers where they are, but are business leaders practicing what they preach? Catherine Blackmore explains what it means at different stages of growth.
Customer Service 6 min read
Brew and Review: Building a knowledge sharing loop for Customer Success
For rapidly scaling teams, the value of knowledge sharing can’t be understated. The challenge is doing it in a meaningful way while still leaving time for people’s day-to-day work. Here’s how Intercom’s Customer Success team does it.
Scale by Intercom 36 min listen
Gong’s Linda Lin on customer success strategies for moving upmarket
We chat to Gong’s Linda Lin about her strategies for moving upmarket, and how to go about ensuring the right culture internally when dealing with a new breed of customer.
Customer Service 7 min read
Conversational experiences and customer outcomes: How Typeform creates blueprints for customer success
Typeform’s Senior Director of Customer Success Christine Werner outlines the importance of understanding your customers’ needs and desired outcomes, and how to create blueprints to help them succeed.
Customer Service 5 min read
The top books every Customer Success Manager should read
Whether you’re just starting out or leveling up in your career, here’s our shortlist of books that we think every Customer Success Manager can learn something new and valuable from.
Customer Service 7 min read
Why efficiency, not just effectiveness, is key to scaling customer success
In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.
Customer Service 9 min read
Not just support on steroids: How to build a Customer Success team
Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers. And delivering on that promise requires making critical choices – from what their mission is to how they work.
Scale by Intercom 35 min listen
How Yelp drove down churn by building up customer success
How do you ensure happy customer relationships at scale? By creating a Customer Success team to look after your customers post-sale.
Sales 1 min read
The Upsell Messaging Starter Kit: taking the selling out of upselling
A successful business is built on growing your existing customers, not just acquiring new ones. Today, we’re launching our Upsell…
