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A Guide to NPS for Brand Management and Customer Success Consultants


If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

NPS 103
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Pooled Customer Success Management: The Water’s Fine


Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.


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Differentiating Customer Success and Support


Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

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How customer success teams drive value through collaboration


Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

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The Democratization of Customer Success

Speaker: John Ragsdale, Vice President of Technology Research for TSIA

One of the most visible changes to companies as part of this transformation is the advent of customer success. The function of your customer success is tied to several key objectives and most, if not all, of these are litigable through community. How community can democratize customer success.

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11 Customer Success statistics, quips and quotes on investing in these teams


The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

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What is customer success?


Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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A Strategic Guide to Community Gamification

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.

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Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

But what many customer success professionals don’t understand is that this work can actively impact an organization’s new revenue. CSMs can identify and use customer stories, quotes, and referrals to help drive revenue and business growth. Register to understand: The customer inputs sales and marketing are crying out for.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Kristi Faltorusso, the VP of Customer Success at ClientSuccess, is joining us to discuss how to avoid ambassador burnout and build brand ambassador programs that stand the test of time. However, many advocacy programs experience huge levels of burnout due to overtasking advocates.

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

With this paradigm shift in buyer behavior, the partnership between the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) has become critical for organizations. How to effectively engage and optimize your customer experience. In this session we will discuss: The emerging importance of advocacy in the buyer journey.

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Applying Customer Success Strategies to a Customer Community

Speaker: Mike Ellis

Customer success professionals know that the strategies they use on a daily basis work. Adapting to a successful community may seem like taking on a bigger workload, but the same onboarding strategies CSMs use every day are ideal for community onboarding too. Why onboarding is paramount to the success of a community.