As an experienced customer success manager, I know that two of the major reasons customers churn…
Category: resources
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…
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…
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…
Making the B2B Customer Funnel Work for Your Team — Proven Strategies
If you run a SaaS business, you may have hit a wall where your network and…
The best AI agents for customer support teams
Today’s customer support teams are faced with the impossible task of managing high volumes of support…
How I create representative samples when running surveys
Talking about statistics and representative samples might not sound like the most exciting topic. I can…
How close-ended questions shape your survey results
If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions.…
I dug through help desk knowledge base examples — Here are my favorites and how they get results
When I encounter a tech issue, my first move is to search Google for a knowledge…