We’ve all been in a situation where a customer’s health score doesn’t match reality. But how do we figure out what’s really going on with our customers, and more importantly, how do we build a health score that helps us deliver on our business objectives? Sofia Marrero, Manager of Customer Success (EMEA) at Deel, sat

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers. That means self-service resources that

Customer Success Management has matured over the last decade to become a mission-critical practice that efficiently and effectively protects Net Revenue Retention (NRR) and fuels expansion pipeline. As such, Customer Success (CS) has grown to rely on mission-critical platforms that serve as a single source of truth for customer data. The Gartner® Market Guide to

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Here’s how to win more business with digital customer education—and how it can help you stand out from the crowd in the increasingly complex business

Customer success is no longer an afterthought—it’s a strategic imperative. To ensure your customers are not just satisfied but thriving, you need the right tools in your arsenal. Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. But with so many options on the market, how do

The learning management system (LMS) market continues to grow — the market’s expected to grow from around $16b in 2022 to nearly $41b by 2029, representing a compound annual growth rate (CAGR) of 14.2% over that time frame. This growth comes at a time when customers are demanding better experiences from brands, workers are prioritizing growth over

This LMS overview is a comprehensive exploration of the software, its benefits, popular features and advice about choosing the right LMS for your organization. LMS Overview What’s a learning management system (LMS)? Good question. An LMS (also known as learning management software or learning management system software) is a software application for the management and delivery of

In a market where retention and customer expansion are a top priority for revenue growth, the effectiveness of health scoring can be a game-changer. You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?” When posed with that

If you’re not already prioritizing product knowledge, it’s time. Learning how to improve product knowledge is one of the best steps toward creating a happier customer base, a more engaged workforce and more successful partners. Product knowledge doesn’t just mean your customers and employees understand how to operate your product on a technical level (although

What is Customer Education and Why is It So Important? End-user education is one of the most important parts of providing a good customer experience. Providing end-users with adequate training is critical because, without proper education, there is little chance they will be able to appreciate the full value of the product or service they’ve