Fabio Lichinchi·Aug 6Customer Success Is Not the Department That Does EverythingWhen leaders confuse ownership of the customer with ownership of every internal failure, the team becomes a punchbag. Customers notice…A response icon1A response icon1
Nish B·Jul 20What’s the difference between customer support, customer success, and customer experience?I’ve noticed several companies use “customer support,” “customer success,” and “customer experience” as if they mean the same thing.
Official Asadbilal·Jul 2The Support Operations Audit: How to Diagnose What’s Broken Before You Fix ItA field-tested diagnostic framework for CX leaders, operations managers, and anyone inheriting a support function that isn’t working the…
Gabriel Cruz·Mar 13Code Meets Customer Success: Automating CSAT Surveys using Gemini and Google Apps ScriptIt’s not just about another automated task; it’s about how to use technology to support a customer-centric culture with what you have in…
Robert Statsky·Dec 16, 2025Strategy Is No Longer Enough in B2B SaaSExecution Is the Only Competitive Advantage CS Leaders Have Left
Sara Devi Earnshaw·Oct 27, 2025Mutual Accountability for (Customer) SuccessA Customer Success Manager’s guide to driving accountability and outcomes with B2B customersA response icon2A response icon2
Eufémia Santos·Aug 25, 2025Why Retention Starts With Measurable Impact📉 Bain & Company’s 2024 report shows that 75% of software companies saw Net Revenue Retention (NRR) decline — even after increasing…
John L Montgomery·May 29, 2025Got Churn? Unlocking NRR Growth with Two Simple FrameworksChurn is a common pain for B-D round B2B companies, especially those adept at closing diverse customer types. While many factors contribute…
Andy Dufour·Apr 21, 2025CS Isn’t a Cost Center Anymore — Let’s Stop Pretending It IsI’ve been thinking a lot about how the customer success space has evolved over the last five years, especially in technical products. I…A response icon1A response icon1
UNCAGED Podcast·May 10, 2024A sit down with Bant Breen on scaling customer success.We recently sat down with Chitra Madhwacharyula on The UNCAGED Show to discuss her career as a Customer & Partner Success Leader, and her…
