Over the last decade, customer success has evolved from being perceived as only a “churn buster” to an “earn booster” strategically connected to the revenues.

COVID-19 made everything go digital. It enabled organizations of all sizes to serve the full spectrum of customers—right from the upper echelon down to the long tail.

For subscription-revenue companies, dipping Net Revenue Retention (NRR) almost always results in your Cost of Sales going up.

Adoption is not a one-time activity. Sustainable user adoption is all about continuously matching the pace of evolution of your product to that of your customers’ business environment.

The best part of the SaaS is that upgrades can be released frequently with ease & across the customer base, but the challenge lies in creating a culture of continuous learning. Excerpt from a conversation on Change Management in the World of SaaS between Prithwi Dasgupta, CEO SmartKarrot, and Jason C. Whitehead, Co-Founder Success Chain.

Create more “customer time” for your CS team by leveraging Augmented Intelligence and automation to connect your learning back into optimizing playbooks and processes.

Customers differ in their needs and expectations. So, you need to have multiple adaptable processes for different sets of customers.

A nuanced understanding of product usage data by persona is essential to know if your key stakeholders are seeing value out of your product.

Evangelizing Customer Success—externally and, even more so, internally—is a necessary skill for CS Leaders.

Net Revenue Retention (NRR) is a very valuable CS metric. However, measuring success over a longer term may require more sophisticated metrics such as Customer Lifetime Value.