7 min read The Do’s and Don’ts of Support and Product Collaboration From good communication to shared empathy, when support effectively collaborates with product, it unlocks an extraordinary customer experience.
Customer Success 10 min read Product Stickiness: Why Customer Success Leaders Should Care Here's why your customer success team needs to be laser-focused on product stickiness and helping customers with feature adoption.
8 min read Training CSMs to Understand What Matters Most to Customers If you want better results, you need to flip the script. You need to figure out how to train your CSMs to understand what truly matters to your customers’ businesses, then take appropriate action.
8 min read Boost Your Customer Success Strategy by Enabling CSMs to be Trusted Advisors The best customer success strategy positions your customer success managers (CSMs) as trusted advisors. You want your customers to see your CSMs as more than product experts or another customer service team. That’s very easy to say. It’s much harder to do.
Customer Success 13 min read Customer Onboarding: How to Guide Customers to Immediate Value Discover how a strong customer onboarding framework can guide customers to the immediate value of your product.
Customer Success 9 min read How Customer Success Can Help Drive Product Adoption Customer success and product adoption go hand-in-hand. But it’s very hard—maybe impossible—to retain customers who aren’t actively using your product.
7 min read 4 Big Wins to Increase Your Customer Success Team’s Impact Your customer success team has a demanding job. How can you make the most of that time? By focusing on the following big wins.
Digital Adoption 11 min read The Ultimate Guide to Digital Adoption (and Strategies for Success) Discover the pros and cons of digital adoption and 10 strategies to set your company up for success when implementing it.
Self-Serve Support 8 min read Not Another Bot: Why Customer Support Automation Isn’t Working Self-serve via customer support automation is booming in today’s instant-gratification world. Unfortunately, the self-serve experience with today’s customer support automation tools leaves much to be desired.
8 min read 7 Digital Adoption Challenges & Their Solutions [2024] What are the common digital adoption challenges to prepare for? Stonly provides a guide to help you streamline your adoption efforts.
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