The Challenger Concept for Customer Success

These days, buyers have more choices, are better informed, and expect a superior customer experience.

As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires.

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Customer Success Lessons From the Quality Revolution

"SaaS today is like manufacturing was 40 years ago."

In 1980, U.S. manufacturers were back on their heels. Japanese businesses had eviscerated the American consumer electronics industry. Gone were venerable TV brands like Admiral, Zenith, and Curtis-Mathis, replaced with Sony, Hitachi, and Panasonic. And Nissan, Toyota, and Honda were gobbling up domestic market share from Ford, GM and Chrysler at an accelerating rate.

What happened?

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Customer Success at Scale

With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention.

We sat down with Vipin Thomas of Freshservice to learn more.

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Don't Mistake a Friendly Customer for a Successful Customer

"Ignorance is bliss."

Or so they say.

BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable.

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New Batch of Natero Integrations Deliver More Context for CSMs

Natero connects with a long list of popular business apps, and we're excited to announce our newest batch of direct integrations!

Google Calendar, TeamSupport, FreshBooks, and Pendo are the latest sources of customer data for our ever-expanding Customer Success platform.

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Customer Success vs. Customer Support: An Insider's Guide

Michael Redbord knows a thing or two about helping customers succeed with B2B software. Over the last decade, Michael has helped shape Support, Services, and Customer Success at HubSpot, a SaaS pioneer on a mission to make the world more inbound.

We sat down with Michael to talk about the roles that Customer Success and Customer Support play in today's subscription-based organizations.

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Customer Success Organizations

As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title, and there are nearly 8 million results for articles that mention the term. Needless to say, there's a staggering amount of content out there about Customer Success!

To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community.

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