Insights & resources
Expert insights on customer experience, customer success, and support operations — published weekly.
CSAT, NPS, or CES? Choosing CX Metrics That Actually Drive Action
Each customer experience metric answers a different question — and most programs fail by asking the wrong one at the wrong moment. A practical guide to building a measurement system that changes decisions.
The First 90 Days: Building a Customer Onboarding Journey That Sticks
Renewal decisions are mostly made in the first 90 days. How to design a milestone-based onboarding journey that gets customers to first value before doubt sets in.
How to Reduce Customer Churn: A Practical Post-Sales Playbook
Most churn was decided long before the cancellation email. A practical framework for diagnosing why customers really leave and building the save motions that keep them.
Customer Success vs Customer Support: Why Growing Companies Need Both
Support fixes problems; success prevents them. Here's how the two functions differ, where they overlap, and how to know which one your company needs to invest in next.