Research
From proprietary research to how-to guides, find all the resources you need to succeed in Customer Success.
Vital Insights 02: The 2025 Customer Success Confidence Index
We asked Customer Success leaders to rate their confidence level on a number of CS-related topics heading into 2025. Here's how they're feeling about the year ahead.
Vital Insights 02: The 2025 Customer Success Confidence Index
We asked Customer Success leaders to rate their confidence level on a number of CS-related topics heading into 2025. Here's how they're feeling about the year ahead.
Vital Insights 01: How Will the Role of CS Evolve Over the Next Few Years?
What does the future of Customer Success look like? And what will CS pros need to know in order to be ready for it? Our experts weigh in.
The Revenue Mystery: 2024 Vitally CS Impact Report
Customer Success leaders know their efforts have an impact on the bottom line. They just can’t always prove it. We surveyed 400+ CS leaders about the revenue metrics they're currently tracking and where they're falling short.
The Secret Lives of CSMs
Vitally surveyed 679 B2B Customer Success Managers to learn how they feel about money, burnout, their bosses and other things that keep CSMs up at night.
The State of Knowledge Sharing in Customer Success Organizations | 2023
We surveyed 150+ Customer Success professionals and executives to learn how CS teams are communicating with their clients and collaborating with other departments. Here are seven key takeaways.
6 Rules for Highly Successful Business Reviews
Here are 6 rules Customer Success Managers can follow to create more impactful, collaborative, and valuable business reviews.
A Customer Success Leader’s Guide to CRMs & CSPs
Not sure which tool is right for your organization? You’re not alone. In this guide we’ll explain the purpose of each tool, which teams they serve, and which platform is best suited for your needs.
Customer Success Maturity Assessment
Is your Customer Success team prepared to scale? Understand the different levels of CS maturity, how to benchmark against industry peers, and how CS organizations can level-up.
Buyers Guide: Selecting a Customer Success Platform
How to evaluate, choose, and internally sell a Customer Success Platform for your scaling business.
Digital Transformation Trends in Customer Success
Pulse and Vitally surveyed 100 technology executives involved in Customer Success to find out business expectations for digital transformation, top barriers, and top areas for improvement.
How to Build a Customer Health Score by Lifecycle Stage
Our guide to building best-in-class SaaS customer Health Scores for every stage of the customer lifecycle: onboarding, adoption, maturity, and renewal.
Product-Led Customer Success
Vitally surveyed 100 technology executives involved in Customer Success at Product-Led Growth companies to gain greater insight on the state of PLG.
State of Customer Success in the C-Suite
Pulse and Vitally surveyed 100 technology executives involved in Customer Success to find out how technology is changing, top barriers to scaling CS, and the current role of CS in the C-Suite.
Beyond the Binary: How to Build Health Scores
In Vitally's guide to enhancing your customer health scoring model, you'll find out about building a health score, weighting health score metrics, and the role health scores play in CS.
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