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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

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More

A list of top tactics sure to boost customer success and retention.

It’s easy to get lost in the fluff and talk about general concepts but, when it comes to customer success, it’s important to have a clear strategy in mind and put in place effective measures that actually have an impact on the c Read More

Product managers connect engineers, marketers, designers, salespeople, and customer success managers while managing every aspect of the product from conception through launch.

Now more then ever, product managers are responsible for setting the stage for a seamless user experience within the pr Read More