NPS vs. CHS Net Promoter Score (NPS) has been the undisputed king of customer satisfaction metrics over the past two decades. Garnering its pedigree thanks to its roots in a blue-chip management consulting company, it has a proven track record of success, thanks to...
Shaun VanWeelden, Success Engineer Last week, I had the opportunity to speak with Shaun VanWeelden, a Success Engineer at Engagio. After gaining engineering experience at companies like Microsoft, Amazon, and Twilio, Shaun joined Engagio full-time to combine his...
The Top of the Class It’s time to acknowledge that changing requirements and evolving practices are going to be a frequent occurrence in the Customer Success world. 2016 was a significant year for Customer Success, as awareness and recognition of CS grew by leaps and...
In With the Old In the Customer Success reading list we compiled last year, we focused on more recent customer-centric books that had made a big splash. This year, we want to focus on the oldies, but goodies in the customer-facing space, and look at the established...
CS Power Tools Customer Success is essential to the long term health of your business; every SaaS company needs to make room in their budget to support one. Without a Customer Success team, the responsibilities for account retention, upsells, and proactive maintenance...
