I called my bank and they proudly stated, “Our call center only operates 9 to 5, Monday to Friday.” It got me wondering – if that’s the...

If your CS platform isn’t using AI-driven health scores, you’re already behind. Most companies still rely on outdated, manual scoring...

They’re won (or lost) 𝗲𝘃𝗲𝗿𝘆 𝘀𝗶𝗻𝗴𝗹𝗲 𝗱𝗮𝘆, 𝗶𝗻 𝗲𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻, long before the renewal date arrives....

You don’t earn customer loyalty when things are going well. 𝗟𝗼𝘆𝗮𝗹𝘁𝘆 𝗶𝘀 𝗯𝘂𝗶𝗹𝘁 𝘄𝗵𝗲𝗻 𝘁𝗵𝗶𝗻𝗴𝘀 𝗴𝗼 𝘄𝗿𝗼𝗻𝗴—and how...

Most CS teams treat smaller customers as an afterthought. They assume:  • “They don’t pay enough to warrant high-touch engagement.”  •...

Most SaaS companies don’t have a CS cost problem — they have a CS identity crisis. The CFO’s spreadsheet isn’t the real threat. The lack...

It’s a revenue driver, a retention engine, and a strategic powerhouse. 𝙄𝙣 𝙩𝙝𝙚 𝙘𝙤𝙢𝙞𝙣𝙜 𝙬𝙚𝙚𝙠𝙨, 𝙄 𝙬𝙞𝙡𝙡 𝙗𝙧𝙚𝙖𝙠...

Are Customer Success & Relationship Managers Just Expensive Middlemen? Most companies waste these roles: 𝐓𝐡𝐞𝐲’𝐫𝐞 𝐫𝐞𝐚𝐜𝐭𝐢𝐯𝐞,...

If you’re only fixing problems when customers report them, 𝘆𝗼𝘂’𝗿𝗲 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝘁𝗼𝗼 𝗹𝗮𝘁𝗲. Every unresolved issue is a...