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We’re not short on data in Customer Success. We track usage, NPS, CSAT, ticket volume, engagement scores, community interactions, feature clicks, and more. But despite all this input, too many teams still operate in reactive mode. Data should drive decisions, campaigns, and actions — not just dashboards. But here’s where things break down: teams often fall into a pattern I call "admiring the data", staring at it, debating it, and over-analyzing it until momentum is lost.

Most executive teams genuinely believe they’re making customer-centric decisions. They track the dashboards, monitor the KPIs, and celebrate when the numbers look good. But here’s the hard truth: metrics alone can’t tell the customer story. I’ve seen it too many times. Companies obsess over internal metrics - response time, uptime, SLAs, etc, without asking the more important question: what did this feel like for the customer? The internal report might show green. The custo

Most B2B software companies think they know their customers. But here’s the thing: the majority of your customers only know you digitally. They don’t have regular one-on-one meetings with your CSMs. They’re not on those exclusive exec briefings. For many, their entire experience is through your digital touchpoints. If you aren’t building digital-first, human-in-the-loop engagement programs from day one, you’re setting up for long-term pain.

There’s a key tool every company needs if they want to create an exceptional customer experience. What is this must-have tool? A customer su

I’m going to share a secret with you that I’ve learned after spending several decades in customer success. Here it is: if you understand you

One of your most important responsibilities as a customer success professional is eliminating churn and retaining customers.

In order to grow and scale your company effectively, you need to approach customer success in an organized, efficient way.