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2013 Top 10 Customer Success Posts

Let’s round out the year with our top 10 list of customer success articles! The list includes research reports, resources, metrics and more.

10. What is customer health score and how do I build one for my business?
If you’re looking for a way to get started with customer success, a good metric is customer health score. This article will help you get started on what to track, why, and how.

9. Top 5 customer success books every csm should read
Get a little customer success philosophy injected into your veins from authors and analysts who make a living studying and researching the customer experience, helping you get from “Outside In”.

8. All non-renewals lead back to adoption (follow up to 10 reasons why customers cancel)
Could the root of churn be adoption? Our guest blogger thinks so and this article explains why.

7. Nobody owns the customer but someone always owns the moment
One of the most important things a company can is do empower their employees to bring the best customer experience per situation, wouldn’t you agree?

6. 5 questions every customer success team should ask themselves
Here’s a quick 5 question self-evaluation survey — great food for thought for all CSMs.

5. The transition from account management to customer success management
Honestly, what’s the difference? It’s not simply a title change, our guest blogger focuses on three areas that are fundamentally changed.

4. 8 easy techniques to convert more customers today
The user experience is the customer’s impression of your business. These 8 techniques are a great way to revamp your current efforts.

3. State of the profession: Customer success report
Learn about the typical profile of a CSM, what tools they use, what challenges they face.

2. Top 10 reasons why customers cancel and what you can do to save it
This is a great playbook for customer success. A play-by-play on why, what signs to look for, and what you can do to fix it.

1. A day in the life of a customer success manager and what they do
Still trying to figure out what a customer success manager does? Here are 3 accounts of what a day in their shoes feels like, no day is ever the same.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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