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Customer Success. It sounds great. I mean, it definitely has a nice ring to it. But, what does it really mean? I’d say it’s obvious every company should want to secure the success of their customer base- a company simply can’t survive without happy customers. However, to many people (ahem… me!) thi Read More

A hands-on troubleshooting guide for customer success managers.

he idea behind our guide is simple. When you buy a new device, you can often find a troubleshooting guide at the end of the handbook that comes with it. A sort of list of common errors linked to possible causes and solutions.

We Read More

Conversion optimization, online payments, user experience, buyer personas, customer support and a great shopping experience are all just small parts of the big picture that eCommerce businesses need to “paint”.

But what do you do when you have all of these elements in place, yet your business is Read More

Twenty years ago it was perfectly normal to use maps to drive around a new town or plan a road trip.

Nowadays, we take for granted that each vehicle is delivered with a GPS navigation system that automatically guides people from A to B.

Twenty years ago, software was delivered with thick manu Read More

How gamification can help improve engagement and activation and foster loyalty.

Gamification as a concept has been going around business circles for quite some time. For Saas companies, learning how to implement advanced gamification techniques into the customer journey, though, can truly make t Read More

The evolution of SaaS organizations that focus on customer experience and customer success. Customer success is more about creating relationships than anything else. It is all about listening and understanding what each single customer requires in order to achieve their goals.

With the right to Read More

Digital transformation is a redirection of corporate strategy that affects every aspect of the company. Particularly, the strategy is linked to changes in the management mentality and the scope of operational and non operational activities aimed at creating a flawless customer experience throughout Read More

Are you curious to know what your main strength as a customer success manager is? Take our quiz and find out! Read More

The way you onboard trial users affect the entire user experience: how well do you rank?

The most critical phase in the entire customer journey is represented by the moment when you onboard trial users.

You invested a lot of money and resources to attract qualified traffic to your site throug Read More

What’s one thing the founder of an upcoming SaaS startup, the Product Manager for an established enterprise and the head of sales at some corporation all have in common? Other than having to adapt to the digital disruption they can no longer ignore the need to make Customer Success an integral part Read More