Blog
Expert advice and cutting-edge CS tactics to help you supercharge your book of business.
We Asked the Experts: Is There a “Dark Funnel” of Expansion?
“The dark funnel” is an ambiguous channel that draws unattributable sales leads to an organization. But is there a dark funnel equivalent on the post-sales side? We asked a VP of CS, Senior CSM, and Account Manager for their takes.
How to Manage Internal Change in a Customer Success Team: 9 Proven Strategies
When we think about change management, we typically focus on guiding clients through adopting new products or processes. However, internal change management within the CS team is equally crucial.
We Asked the Experts: Is There a “Dark Funnel” of Expansion?
“The dark funnel” is an ambiguous channel that draws unattributable sales leads to an organization. But is there a dark funnel equivalent on the post-sales side? We asked a VP of CS, Senior CSM, and Account Manager for their takes.
How CSMs Can Become Change Management Consultants for Their Customers
Just because most people resist change doesn’t mean it’s not worth pursuing. This approach will help customers gradually accept and implement change in a way that they’re comfortable with.
How to Bridge AI and Automation for CS Experiences Your Customers Won't Hate
Think of AI as the "brains" and automation as the "hands" of a successful workflow. Here are a few ways to harness these technologies effectively in Customer Success.
The Secrets of a Successful CS Mentorship Program
From setting expectations to making your efforts inclusive, here's how to build Customer Success mentorships that are worth the time investment for both sides.
4 Things Every CSM Should Know Off the Top of Their Head
CSMs can get so bogged down in the day-to-day that they don’t take time to understand the bigger picture. Here are four critical data points that need to be top of mind for every CSM when it comes to their book of business.
Power Your Business Strategies and Customer Experiences with Custom Surveys
Introducing Custom Surveys — a fully integrated survey solution built directly into Vitally to seamlessly gather insights from your customers so you never need to manually connect the dots again.
8 Must-Listen Customer Success Podcasts
Podcasts are a fantastic resource for Customer Success pros looking to stay competitive. We’ve compiled eight of the best CS-focused podcasts we listen to weekly.
How to Use Customer Success Software to Learn More About Your Customers
The amount of quality data at the fingertips of CSMs and C-suite leaders is remarkable when they have the right tools in place. Here are four ways that CSP power-users can analyze their customers.
How to Use a Pooled CS Structure to Serve a Global Customer Base
In a pooled CS model, CSMs manage customers on a rotating basis rather than every customer having their own dedicated CSM. Here's how pooled CS allows our four-person team to deliver consistent experiences to 500 accounts around the world.
6 Keys to Cultivating a Customer Success Mindset in Your Organization
Having a "Customer Success mindset" means that every employee plays a vital role in the success of the customer. Here’s how to adopt it at your organization.
What I Learned By Scaling a Customer Success Org 10X in One Year
John Henwood joined Writer when there were just four people on the Customer Success team and scaled it into the robust, 40-person function it has today. Here are his seven most valuable takeaways.
How to Build a Customer Advocacy Program That Puts Your Clients First
Customer advocacy programs need to go beyond the asking-for-a-quick-favor model and evolve into partnerships that are genuinely helpful to customers.
Track the Impact of Your Customer Success Operations and Demonstrate ROI with Goals
Introducing Goals, a new way for Customer Success teams to effortlessly set, track, and measure the outcomes of their strategies and activities to clearly demonstrate their impact on their business and customers.
3 Customer Success Touchpoints You Should Be Automating
Every touchpoint in an account lifecycle can be automated to some degree. Here are some tips I often recommend to CS teams that are building out their tech-touch and digital CS efforts.
How to Use Data to Make Better Decisions in Customer Success
Here’s an inside look at how my team leverages data to prioritize where to spend our time, eliminate guesswork, and make customer-focused decisions.
![Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]](https://cdn.prod.website-files.com/63d3e5f547ca0a123a2e07e0/653975fef97dfbf61c91e798_saas-churn-rate-benchmarks.png)
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