5 Ways Customer Success Managers Can Improve Product Adoption

Posted by Revanth Periyasamy on Mar 5, 2020 9:30:00 AM

6 minute read

Most customer success managers focus on how to get customers to use products well or use them to their fullest potential. 

But what do you do when customers aren't using the product at all? In that case, you have a product adoption issue—the customer bought the product but is failing to utilize it. Low adoption rates can be disastrous for a CS team and the business as a whole, and can lead to an increased churn rate, lost revenue and lower customer satisfaction and engagement.

Simply put, if customers aren't using your product, they will not renew their subscriptions or make additional purchases. Driving product adoption is a crucial function of customer success teams, especially for SaaS companies. So what can you do?

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Topics: Customer Success

Is Your Community a "Swipe Right" Type Forum?

Posted by Sarah Robinson-Yu on Feb 14, 2020 11:15:00 AM

8 minute read


Happy Valentines Day folks! Love is in the air! ...Well, actually, no, I lied.

It’s in the first impressions.

First impressions are everything, and people love to be judgy - about everything! Perhaps that’s why there are 57 million Tinder users worldwide, with a whopping 1.6 billion swipes a day. That’s 1.6 billion judgement calls per day on only one dating app based on appearances alone!

If that’s not brutal, I don’t know what is.

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Topics: Community, Customer Success

Failing on Customer Success? Learn From These Mistakes

Posted by Dwayne Charrington on Feb 11, 2020 8:00:00 AM

8 minute read

Your business is booming every day, and your customer base is increasing rapidly. Your profits are good, but suddenly things begin to change. The once enthusiastic customers who always wanted to come back to get more from you are now starting to stay away. The number of customers you now see every month is half of what it used to be, and your sales conversion is severely bleeding. To make matters worse, you begin to notice your most active customers are now choosing your competitors over you!

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Topics: Customer Success

3 Steps to Design a Community Engagement Plan

Posted by Sarah Robinson-Yu on Oct 23, 2019 11:25:00 AM

11 minute read

One thing that most communities struggle with is getting members to stay, participate and continue to be engaged in your community. This article will discuss the 3 steps involved to design a community engagement and participation plan that fits the unique needs of your members.

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Topics: Community, Customer Success

Designing a People Centered Self Service Support Experience

Posted by Sarah Robinson-Yu on Sep 19, 2019 9:00:00 AM

9 minute read

Customers have always expected a reasonable standard of customer service, however ironically in an era where technology has made it possible to not only meet but exceed standards, it seems good customer service is increasingly hard to find.

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Topics: Customer Success

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