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Expert advice and cutting-edge CS tactics to help you supercharge your book of business.

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How to Build a Customer Advocacy Program That Puts Your Clients First
For CS Managers

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.

Haig Kingston
Haig Kingston
May 21, 2024
Track the Impact of Your Customer Success Operations and Demonstrate ROI with Goals
Vitally Updates

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.

Rachel Sheldon
Rachel Sheldon
May 20, 2024
3 Customer Success Touchpoints You Should Be Automating
For CS Managers

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.

Joe Di Grande
Joe Di Grande
May 13, 2024
How to Use Data to Make Better Decisions in Customer Success
For CS Leadership

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.

Caden Duvé
Caden Duvé
May 9, 2024
Becoming the Solution: How to Build Trust With Your Clients
For CS Managers

Becoming the Solution: How to Build Trust With Your Clients

Problem-solving is the root of impactful sales. When you are solving your clients' problems for them, they will be willing to pay you if the pain point is acute enough.

Alexandra Latter
Alexandra Latter
May 8, 2024
Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]
For CS Leadership

Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]

We’ve assembled the latest data on churn rates for B2B SaaS companies in 2024. How does your team measure up?

Ryan LaFlamme
Ryan LaFlamme
May 6, 2024
How to Improve Collaboration Between Your Customer Success and Support Teams
For CS Managers

How to Improve Collaboration Between Your Customer Success and Support Teams

CS and Support might work well separately, but it’s only through healthy collaboration that they can deliver stellar customer experiences. Here's how to make that happen.

Faith Uzuegbu
Faith Uzuegbu
April 30, 2024
How to Run a Value Certification Program For Your CS Team
For CS Managers

How to Run a Value Certification Program For Your CS Team

Want your CS team to be strategic partners to your customers? Build a value certification program to boost their feature knowledge and improve customer conversations.

Tomas Williams
Tomas Williams
April 26, 2024
10 Note Templates Every CSM Needs (and When to Use Them)
For CS Managers

10 Note Templates Every CSM Needs (and When to Use Them)

With the right note templates, everything from hand-offs to EBRs to renewals are standardized across the team, which boosts productivity, alignment, and customer retention.

Lindsey Fine
Lindsey Fine
April 23, 2024
Which Metrics Matter the Most During Onboarding?
For CS Managers

Which Metrics Matter the Most During Onboarding?

Onboarding is the most critical and important part of the customer’s experience with your business. Tracking these essential KPIs will ensure that you get it right.

Amber Monroe
Amber Monroe
April 17, 2024
10 Customer Success KPIs That Top CS Leaders Track
For CS Leadership

10 Customer Success KPIs That Top CS Leaders Track

We chatted with 10+ Customer Success leaders from our Success Network about the metrics they rely on to track their CS team's impact in and out of their business.

Olivia Adkison
Olivia Adkison
April 16, 2024
How to Upskill as a CSM: 6 Pro Tips for Surviving the Current Job Market
For CS Managers

How to Upskill as a CSM: 6 Pro Tips for Surviving the Current Job Market

Layoffs can happen without warning, so follow this advice and you’ll be a lot better prepared if you suddenly need to find a new gig.

Jim Gonzales
Jim Gonzales
April 11, 2024
How to Lead a High-Performing Customer Success Team
For CS Leadership

How to Lead a High-Performing Customer Success Team

Your CS team's performance can make or break key customer relationships, product adoption, and the long-term success of the organization. That’s where this guide comes in.

Maria Waida
Maria Waida
April 4, 2024
What CROs Should Know About Customer Success Software (feat. Ed Porter)
Customer Success

What CROs Should Know About Customer Success Software (feat. Ed Porter)

Blue Chip CRO Owner Ed Porter shares his take on what top CROs are thinking about today, where Customer Success fits in, and how CS software makes it easier to hit goals as a CRO.

Olivia Adkison
Olivia Adkison
April 2, 2024
Welcome to ‘Success/ful’: Vitally's New Podcast Helps CS Leaders Strengthen Cross-Departmental Relationships
For CS Leadership

Welcome to ‘Success/ful’: Vitally's New Podcast Helps CS Leaders Strengthen Cross-Departmental Relationships

Taylor Johnston (VP of Customer Success @ Vitally) hosts conversations with some of the most effective leaders in and out of CS, sharing insights on how post-sales execs can be most effective in their roles.

Ben Goldstein
Ben Goldstein
April 1, 2024
How To Track The Effectiveness Of Your Customer Success Team
For CS Leadership

How To Track The Effectiveness Of Your Customer Success Team

Customer Success touches so many aspects of your business that it can be hard to properly measure. Here's what CS leaders should really be focused on when it comes to tracking their team's efforts.

Faith Uzuegbu
Faith Uzuegbu
March 20, 2024
8 Survey Questions CS Teams Should Ask Their Customers, As Told by 3 Experts
For CS Managers

8 Survey Questions CS Teams Should Ask Their Customers, As Told by 3 Experts

NPS and CSAT don't tell the full story. This practical list of survey questions will help you understand how your customers really feel about your product.

Lindsey Fine
Lindsey Fine
March 15, 2024
Vitally vs. Catalyst vs. Totango: A Buyer’s Guide Breakdown
For CS Leadership

Vitally vs. Catalyst vs. Totango: A Buyer’s Guide Breakdown

We break down the pros and cons of Catalyst and Totango based on recent reviews, and make the case of why Vitally is a great fit for businesses shopping around.

Devin Pickell
Devin Pickell
March 12, 2024

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