Some products are simpler to explain than others. Whether it’s due to its complexity, its underlying technology, the related concepts, or a higher level of innovation, sometimes you need to go one step further in terms of education for both demand and lead generation and to increase product usage and customer retention.

Onboarding is a crucial time in your relationship with your clients as it creates the ground in which you plant the seeds for a long and fruitful relationship - when done well. Doing it right is no easy feat, as it is usually very time consuming for your Customer Success team and when your company is growing this can lead to a few challenges, namely, scalability.

When you create your customer training strategy, it is important to make sure your customer success goals are aligned with your training programme. This article will help you understand why this approach makes sense and how to make the most of this alignment.

You already know that training your staff, your customers and your partners will positively impact your business results. In this article, we will list some of the metrics you want to be looking at when assessing the value of your training initiatives, and what KPIs directly link training to corporate success.

Creating a dedicated learning academy for your customers has a double purpose. On the one hand you can teach users how to make the most out of your product or service with product and skills training, making them expert users. And you know that expert users are more likely to remain loyal customers and be valuable brand ambassadors. On the other hand, by sharing high-quality industry-related content you are adding significant value to your brand and positioning your company in the market, attracting more leads, and generating more sales.

Different companies have different customer success approaches, and the decision between a low-touch or high-touch support model is usually dictated by strategic drivers as much as economic constraints. The two models are generally portrayed against one another, as often companies transition from high- to low-touch when scaling their business.

Brands have been using the power of customer self-service to reduce costs and speed up processes for quite some time now: we just need to think of Ikea, petrol stations or self-service checkouts at the supermarket. In general, such solutions allow companies to save money while making the customer happy because they can do what they need to do without waiting or stressing.

In this article, we will look at the top five red flags that can lead to customer churn. For each of these red flags, we will share practical tips that customer success managers can use to mitigate them, as well as valuable insights on how to combat churn throughout the entire customer journey.

You know how important customer onboarding is and how it plays a crucial part in both getting your customers to first value quickly and starting a long-lasting relationship.

Time to value (TtV) is a valuable business metric: it describes the amount of time it takes for your customer to get actual value from using your product. In other words, it is the time it takes your customer to experience the value they were promised.