Grace Gupta

In this article, we'll show you how to shift focus to the big-picture relationship with customers. You'll learn how to calculate the revenue you can expect over the entire lifespan of your average customer – with an insightful metric called customer lifetime value (CLV)....

When it comes to your GTM strategy's success, one of the most important metrics to track is customer retention. After all, figuring out how to keep your customers aboard ship and reduce churn rate could help prevent revenue loss....

As a CS leader, there’s a responsibility to set the standard through your actions. Fundamentally, any big change needs to come from the top. To ensure each customer interaction counts and your whole company recognizes and values each customer interaction, this needs to come from the C-suite....

When analyzing your accounts (your customers), the customer health score offers you the ability to predict the longevity of this business relationship....

Picture this: you have an in-demand product, a seemingly solid customer base, and money pouring in. Surely you’ve made it, right? But the thing is, none of these things matter without setting the right measures in place to monitor the good and the bad....

While starting a new role is exciting and poses a fresh bank of possibilities, it’s not always an enviable position when you step into someone else’s shoes. This is especially true when you’ve got to build new relationships with your predecessor’s team....

There’s a tremendous need for customer success, but unfortunately, not everyone allocates the resources toward implementing a customer success function. According to recent studies, 37% of companies don’t have a clearly defined customer strategy in place. What can we do to remedy this failure?...

A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription. Success in adoption is determined by how often and how effectively your customer uses your product....