The latest and greatest from the team at Vanilla
“What is customer success and why should I pay for it?”
One of the biggest challenges in customer success management is educating business leaders to make space for it. How do you make the case that customer support staff isn’t enough, that you really need a dedicated customer success manager (or 5) on the team? Continue reading →
User Generated Content, or UGC, has an incredibly powerful allure in the world of gaming. From fan art to custom items and levels, more and more games are embracing community contribution.
Great examples are games like Night in the Woods, which wholeheartedly promotes user generated content on social media, or others like Minecraft, which lets fans share their creations independently. Both are terrific, but while the former sounds more appealing, the latter is ultimately where games find greater longevity and stronger community bonds. Continue reading →
Effective community managers are constantly trying to strike the right balance between allowing members to express themselves freely and the need to adhere to community standards of conduct. Continue reading →
It’s hard to envy the customer support manager.
Of all the roles in a company, this role might just be the most difficult one. In general, customer support experiences some of the highest turnover rates of any department in a company. Continue reading →
Trying to understand churn and the impact that it has on a business is one of the most important yet complicated issues companies face. Churn can be calculated in a myriad of ways, and for that reason can be difficult to measure or interpret properly. Continue reading →