This might be a strange personality quirk, but I love systems and processes — especially when…
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Customer Onboarding: Strategy & best practices to reduce churn
As an experienced customer success manager, I know that two of the major reasons customers churn…
Customer Feedback Management — Turning Desperate Comments Into Strategy
The companies I work with care deeply about their customers, and it shows. That’s especially true…
Microsoft Discloses 12 ‘Critical’ Vulnerabilities, More SharePoint Flaws
Microsoft released fixes Tuesday for 107 newly disclosed software vulnerabilities, including 12 critical-severity flaws affecting its…
20 Crystal-clear FAQ page examples [+ How to make your own]
There’s nothing more frustrating than fumbling around a company’s website trying to find answers to your…
How automated renewal workflows help exceed customer retention targets
Churn isn’t always about unhappy customers. Sometimes, customers leave due to changing priorities, missed touchpoints, or…
70+ customer service statistics to know in 2025 (+ State of Customer Service data)
Like many, I’m a big fan of buying products online, which means getting packages shipped to…
Survey Logic — How to Survey Your Audience and Unlock Real Insights
As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones…
The benefits of a knowledge base and why your company needs one
If I need help with a new product or service, you can bet that I’m going…
The SEO-friendly knowledge base — Why making your help pages searchable matters
An SEO knowledge base does everything a typical knowledge base does and more. It supports customers,…