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How to Build a Customer Survey From Start to Finish
For CS Managers

How to Build a Customer Survey From Start to Finish

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

Faith Uzuegbu
Faith Uzuegbu
October 2, 2024
A Short Guide on Building “Wow” Customer Self-Service Experiences
For CS Leadership

A Short Guide on Building “Wow” Customer Self-Service Experiences

Is your time being eaten up by support tasks that should be owned by other teams? Here's how to create self-service platforms that help clients help themselves.

Heather Hernandez
Heather Hernandez
September 27, 2024
Intentional Communication: The Key to Effective Customer Success Leadership
For CS Leadership

Intentional Communication: The Key to Effective Customer Success Leadership

Customer Success requires effective communication skills, whether you’re a CSM, team leader, or executive. Here's how to ensure you're always conveying the right message.

Emilia D'Anzica
Emilia D'Anzica
September 20, 2024
The ChatGPT Hack That Rescued My Customer Success Team
For CS Managers

The ChatGPT Hack That Rescued My Customer Success Team

AI tools don't have to be scary for CS pros. Here’s how I built a ChatGPT bot that improved our customer experience and saved my team hundreds of hours of work.

Alexandra Latter
Alexandra Latter
September 18, 2024
Customer Success & Marketing: Whose Team Are We On, Anyway?
For CS Managers

Customer Success & Marketing: Whose Team Are We On, Anyway?

“Customer advocacy is the cycle of doing so right by your customers in every aspect of your business that they feel compelled to shout it from the rooftops, thus bringing in new customers.”

Brigid O’Donnell Colver
Brigid O’Donnell Colver
September 6, 2024
"CSM Confidential" Part 1: How Work Impacts Life for CSMs — 10 Key Takeaways
For CS Leadership

"CSM Confidential" Part 1: How Work Impacts Life for CSMs — 10 Key Takeaways

Vitally's first “CSM Confidential” event explored the challenges faced by CSMs and offered strategies for CS team leaders to create healthier, more productive work environments.

Maria Waida
Maria Waida
September 4, 2024
Improve Visibility on Customer Interactions by Connecting Thena to Vitally
Vitally Updates

Improve Visibility on Customer Interactions by Connecting Thena to Vitally

Introducing a new integration with Thena to sync your customer interactions from Slack, Email, Microsoft Teams, and more directly into Vitally.

Mary Lim
Mary Lim
August 26, 2024
How to Build a Customer Success Function at an Early-Stage Startup
For CS Leadership

How to Build a Customer Success Function at an Early-Stage Startup

OneText's Krystel Leal shares her experience building Customer Success teams at early-stage startups, and her key strategies for scaling and customer engagement.

Krystel Leal
Krystel Leal
August 23, 2024
How to Implement a Land-and-Expand Strategy That Quickly Grows New Accounts
For CS Managers

How to Implement a Land-and-Expand Strategy That Quickly Grows New Accounts

No matter how great your product is, you can't expect customers to do the work of driving wider adoption for you. You need a well-defined strategy that ensures users and companies take the actions that lead to expansion.

Donna Weber
Donna Weber
August 21, 2024
Recruiting the Right CSMs for Every Stage of Your Company's Growth
For CS Leadership

Recruiting the Right CSMs for Every Stage of Your Company's Growth

Who you recruit at the scrappy stage is not necessarily who you recruit at the hyper-growth stage. Here's how to hire the right CSM talent to support every stage of growth. 

Felicity Meu
Felicity Meu
August 15, 2024
How to Stop “Ticket Chasing” So You Can Focus on Driving Value
For CS Managers

How to Stop “Ticket Chasing” So You Can Focus on Driving Value

The sooner you can get your Customer Success team out of chasing support tickets the better. Here are three suggestions for breaking the cycle.

Alex Turkovic
Alex Turkovic
August 8, 2024
How CS Leaders Can Speak the Language of Revenue to Prove Their Impact
For CS Leadership

How CS Leaders Can Speak the Language of Revenue to Prove Their Impact

In this article, Angeline Gavino shares how Customer Success leaders can become more revenue-minded to make better decisions and move their businesses forward.

Angeline Gavino
Angeline Gavino
August 2, 2024
How to Manage Internal Change in a Customer Success Team: 9 Proven Strategies
For CS Leadership

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. 

Elodie O’Rourke
Elodie O’Rourke
July 25, 2024
We Asked the Experts: Is There a “Dark Funnel” of Expansion?
For CS Managers

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.

Olivia Adkison
Olivia Adkison
July 18, 2024
How CSMs Can Become Change Management Consultants for Their Customers
For CS Managers

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.

Mar Mitjavila
Mar Mitjavila
July 15, 2024
How to Bridge AI and Automation for CS Experiences Your Customers Won't Hate
For CS Managers

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.

Craig Stoss
Craig Stoss
July 11, 2024
The Secrets of a Successful CS Mentorship Program
For CS Leadership

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.

Annie Dean
Annie Dean
July 8, 2024
4 Things Every CSM Should Know Off the Top of Their Head
For CS Managers

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.

Arit Nsemo
Arit Nsemo
June 26, 2024

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