The customer journey does not stop as soon as a customer makes their first purchase; in fact, there’s a long way left to go. After a customer buys your product, they still have to use it and make a decision about whether or not it lives up to their expectations. This is a critical period

What’s a Learning Management System? Customer success teams across nearly every industry know the importance of tracking metrics to measure success. The best metrics to track depend on the industry and the specific objectives of each business. One metric that almost every business can benefit from tracking is customer health score. The reason customer health

Today, most customers expect a lot out of the buying process — more than ever before. They don’t just want to be shown a product and told why they need it; they’re looking for an in-depth customer support experience that guides them to success with the product or service. This experience should empower the customer,

Adopting a customer-centric mindset is more important than ever. Here’s proof: 66% of customers expect companies to understand their needs. Customer-centric companies are 60% more profitable than companies that aren’t. Customers spend 140% more with companies with great experience than those who had unsatisfactory ones. Loyal customers are 5x more likely to make a repeat purchase and 4x more likely

Customer Success (CS) has become a mission-critical discipline in SaaS and beyond, with 97% of the companies we surveyed this year reporting that they have a Customer Success function. The majority of organizations we surveyed hold CS responsible for Net Revenue Retention (NRR): the most important metric to thriving in this era of the SaaS

The rise of customer education is hard — no, impossible — to ignore.  As more companies realize the benefits of customer education and how it can improve the customer experience (CX), even those who’ve steered clear of customer education in the past will start paying attention.  If you fall into the “I’m-not-quite-sold-yet” category, don’t worry. These customer

What is customer education and why’s it important for SaaS companies? Customer education is a strategy you can use to improve the customer experience, product engagement, retention, churn, and more through educational resources. Here’s a no-nonsense guide that covers it all. Customer education is should be a priority for any business. But for SaaS companies, it’s

In the most recent episode of Mehtaphysical Musings, I sat down with Nikki Bishop, Customer Success (CS) Leader, to discuss everything from getting started with Digital Customer Success to being more like raccoons. Let’s dig in.  ICYMI, watch the full episode below. As a former engineer, Bishop understands problem-solving and delivering value. “I’ve always been

Nothing has a more significant impact on retention and churn more than onboarding. So, how can you make sure you do it the right way? Client onboarding software. As people continue to expect more customer-centric products and services from companies — no matter the industry — it’s becoming more critical for businesses to optimize the

What’s a Customer Education LMS? A customer education LMS or customer training LMS is a software application for managing and delivering digital customer education programs. Customer education platforms help companies effectively and efficiently deliver the educational content their customers need to unlock their product or service’s full potential. Types of Customer Education LMSs  There are