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.
Scale by Intercom 7 min read
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.
Sales 5 min 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.
Sales 7 min read
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.
Support 6 min read
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 we built a lightweight tool for our Customer Success team.
Sales 9 min read
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.
Sales 1 min read
A successful business is built on growing your existing customers, not just acquiring new ones. Today, we’re launching our Upsell…
Support 7 min read
Maslow’s famous pyramid shows a universal hierarchy of needs, and a similar framework can help us understand customers’ needs and…
Marketing 1 min read
It doesn’t matter if you’ve tried every marketing technique in the book, if you’re not onboarding users successfully it counts…
Marketing 6 min read
When it comes to guiding customers to success, a one-size-fits-all approach just won’t work. Instead, try differentiating your onboarding to…