Blog
Expert advice and cutting-edge CS tactics to help you supercharge your book of business.
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.
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.
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.
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 Be the Most Productive CSM On Earth Using Vitally
Being a productive CSM is not about the number of tasks completed, but knowing how to prioritize. Here are ten tips to help CSMs work effectively using Vitally's powerful tools.
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.
The 14 Best Customer Success Conferences of 2024
One of the best ways to go from good to great in your Customer Success role is to attend CS conferences. Here are the ones we’re keeping an eye on in 2024.
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.
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.
![Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]](https://cdn.prod.website-files.com/63d3e5f547ca0a123a2e07e0/653975fef97dfbf61c91e798_saas-churn-rate-benchmarks.png)
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?
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.
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.
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