Here’s a scenario you might know all too well: one of your Customer Success Managers is a superstar. Their clients rave about them, adopt the product quickly, and renew without question. Another CSM, just as talented, seems to struggle. Their clients are slower to activate and require more support. The…

Table of Contents: Let’s be honest. Your customer onboarding process might be the most important, and most overlooked, part of your entire customer journey. You can have the best product in the world, but if users feel lost, overwhelmed, or undervalued in their first few interactions, they won’t stick around.…

Empathy is not a “nice-to-have.” It’s an essential capability for Customer Success teams. In this guide, we’ll show how tools can help you build, sustain, and measure empathy. Why Empathy Matters in Customer Success Teams Empathy is the foundation of trust. In Customer Success, teams that understand not just the…

In a world where surprises are inevitable, your onboarding must be prepared. This guide shows you how to build contingencies that keep onboarding steady—even when disruption strikes. Why Onboarding Contingency Planning Is Crucial Your onboarding journey sets the tone for the entire customer lifecycle. It establishes expectations, builds trust, and…

Customer onboarding is your chance to make or break a client’s first impression. If you under-allocate resources, clients feel neglected. If you overbuild for every client, your team burns out. The sweet spot lies in smart, strategic resource allocation — deploying human, time, and technological assets where they matter most.…

Onboarding is a critical juncture in the customer journey. If mismanaged, it sows confusion and delays; if orchestrated with clarity, it accelerates adoption, builds trust, and reduces churn. For Customer Success teams, adopting a critical path onboarding methodology transforms onboarding from reactive firefighting into proactive, strategic execution. In this article,…

Getting a new customer through onboarding is more than passing handed-off tasks—it’s orchestrating a symphony across sales, product, support, marketing, and more. Unless these internal teams are aligned, handoffs break, messages confuse, and the customer feels it. But when stakeholders unite around a shared onboarding vision, you set the stage…

Pre-onboarding may seem like a behind-the-scenes step, but its impact is profound. When you collect the right customer data before onboarding begins, you give your team a head start—clearer context, fewer surprises, and greater alignment. In contrast, missing or low-quality data can lead to confusion mid-onboarding, misaligned expectations, and wasted…