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AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM)—and virtually every area of business—is evolving…

In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS)—and many…

Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around.”  Jeff Bezos…

What Are Customer Experience Metrics? Customer experience metrics are key performance indicators that measure the quality of interactions between a business and its customers. They…

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my…

Buying criteria for B2B companies have shifted dramatically in recent years. In fact, according to G2’s 2024 Buyer Behavior Report, buyers prioritize ease of use,…

From tech news to dinner table chats, artificial intelligence is everywhere. And it’s no wonder—AI is revolutionizing how we work and live faster than any…

Thousands of customer education, customer success, community, and product pros shuffled through the doors of St. Louis’ America’s Center for two unforgettable days filled with…

If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don’t sleep on Hubspot’s new podcast, This is…

Innovations in SaaS don’t just change how we do our work. They change the work we do, and the impact we have. Gainsight revolutionized how…

CxO EMEA left us buzzing with insights and innovative ideas from some of Europe’s top Customer Success (CS) leaders. For 2.5 days, 60 Customer Success…

People naturally harbor a sense of caution toward the unknown. Microwaves. Emails. Cryptocurrency. The potential gains, like drastically reducing cooking times, don’t matter at first.…

The needs of our customers are always evolving. As Customer Success professionals, it’s up to us to meet them where they are and where they…

Chief Revenue Officers today are finding themselves in a pickle, as many are finding the hyper-growth sales tactics they’ve come to rely on no longer…

Much of the work we do on the community team is thought of as an investment. Build the foundation today and eventually your company will…

Beyond the flashy shoes, the fun swag, and the adorable puppies, Pulse is a place to share CS knowledge with like-minded people. For two days,…

Like the final bell of the school year, the end of day 2 at Pulse is always bittersweet. Everything always seems to happen too fast,…

Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts…

There’s one event we look forward to every year and it’s here! Earlier today, we kicked off Pulse 2024 in St. Louis. Every year at…

Building an effective customer community should be based on what your customers want rather than solely on your business needs. While business impact should be…

Customer Success and data go hand-in-hand. Accurate and quality customer data is what makes Customer Success professionals effective in their jobs. One question you may…

In the realm of customer-centric in-app strategies, the term “onboarding” often surfaces as a pivotal component. However, it’s imperative to discern between two distinct scenarios:…

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard…

Across industries, executives tend to focus on one thing: scaling. They want to know how they can do more without spending more. Particularly when the…

Loneliness continues to be a rising epidemic in our society. The cure for this is community.  Our mission is to create a thriving culture of…

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable…

Artificial Intelligence (AI) is reshaping the customer success landscape by enabling businesses to deliver hyper-personalized experiences, optimize operational efficiency, and foster long-term customer relationships. Let’s…

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a…

What do Miley Cyrus and artificial intelligence have in common? Well, at times it can feel like deciding how you utilize the power of artificial…

In case you missed it (somehow), Generative AI has taken the world by storm. In the realm of B2B software, Gen AI holds immense potential…

Building an online community for your customers isn’t as hard as you might think—in fact, it’s pretty simple to get started. For most businesses, you…

There’s a palpable energy and intense focus on AI across all levels at Gainsight these days. Every month, a passionate group of Gainsters meet in-person…

Kevin Costner’s famous quote from Field of Dreams, “If you build it, he will come,” still inspires millions, but it doesn’t apply to your digital…

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS…

In the increasingly competitive digital landscape, customer success teams are the linchpins of retaining and expanding customer relationships. The key to their success lies in…

Staircase AI is proud to announce it has successfully completed the System and Organization Controls (SOC) 2 Type II examination in recognition of its commitment…