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Traditional CRMs trap your team in routine client management tasks, making it hard to drive tangible business outcomes. Here are a few critical CS processes that you can only do with a CSP.

Learn how your Customer Success team can build actionable surveys, improve data visibility, and discover customer insights that drive business results.

What do peanut butter and jelly have in common with Customer Success and Support? They go better together. Just like peanut butter and jelly combine into a sandwich much greater than the sum of its parts, the same applies to Support and Customer…

Customer Success is a key function in B2B organizations. It’s also one of the most complex roles to measure. Unlike some roles where a team or individual contributor’s performance is reflected in neat, quantifiable metrics, Customer Success defies…

Customers hardly let you know that they had a bad experience. They’ll instead churn or worse, stop people in their network from patronizing your business. To prevent this, you must proactively analyze customers’ sentiments after every core…

Congratulations, you just landed your first CSM role in a SaaS company! It’s an exciting opportunity...but the anxiety is real. You have many questions: What do a CSM’s day-to-day tasks look like? What if all my customers churn on the same day? How…

Building your first Customer Success team takes more than publishing a generic job ad and hiring any applicants who check the boxes off a list of skill requirements. You need to understand your product, customer pain points, and business structure…

In the early stages of your B2B business, you can get away with managing your entire sales funnel out of your CRM. But as your client base grows, you’ll likely begin building out a Customer Success function at your company, which brings with it a…

"They used to be more responsive when they started. Now they're bigger, and everything has changed." Many mid-market businesses hear a variation of this statement from their customers as they scale. As a young startup with a small customer base, it's…

A great client experience doesn’t happen by chance. It is the product of understanding how clients interact with your brand and deliberately building in high points that: Delight clients at different stages of the customer journeyHelp them achieve…

Customers are the lifeblood of a business, and they’re letting companies know that they now expect more. According to a 2022 Customer Service survey, over 60% of respondents say they have higher customer service expectations. They demand…

Gladly’s 2020 Customer Expectations Report states that 35% of your customers “feel happy and proud when they use self-service to resolve an issue.” One way to empower customers to resolve issues independently is by creating a knowledge base. A…

Agencies lose one in four clients every year, according to a 2020 report by Gould Partners. Most of this churn is the result of bad client experiences. PWC’s Future of CX Report states that “32% of all customers would stop doing business with a brand…

Agencies productize their services to simplify the sales process. But when your team spends a significant amount of time answering questions your customers could have easily resolved independently, it defeats the purpose. If you want to run an…

A knowledge base article is supposed to be a self-service resource that helps your customers resolve issues independently. However, most knowledge base articles are difficult to understand, time consuming, or throw too much information at the reader,…

Client onboarding is important because it sets the tone of your relationship with a new client. Yet, many agencies take this process for granted. According to Wyzowl’s 2020 Customer Onboarding Report, 90% of customers are not satisfied with their…

You’ve heard that “nothing is real until the contract is signed.” So, you want quickly put pen to paper with your new client and kick off your new project fast. But you might be making the wrong move. No matter how enticing it looks, client…

Poor client management is every agency's nightmare. It leads to scope creep, misaligned expectations, and lots of time and resources wasted. Every hour spent on tasks outside the project scope is literally eroding your profit, slowing down your…

Great client communication is the most important ingredient for building successful agency-client relationships, but it isn’t easy to pull off. In an attempt to communicate effectively, many agencies end up providing their clients with too much…

Client collaboration means more than sending welcome emails to clients, jumping on quick Zoom calls, or adding them to your agency’s project management software. Client collaboration means empowering clients to feel like they can influence…