All of our Customer success articles

Sales

21 Ways To Shore Up Your Customer Success Org

When operating in a downturn, founders have to make the most out of what they have in order to grow, including their existing customer relationships. This often means shining a spotlight on customer success orgs. To help, we spoke to over a dozen customer success experts for their best advice, pract

Sales

The Startup’s Guide to Customer Advocacy: How to Get Closer to Your Champions

Customer advocacy is more than just case studies. Kalina Bryant (formerly of Asana, Talkdesk and Marketo) shares tactical advice for turning customers into advocates, with tailored pointers for startups on a budget.

Sales

Mastering the Art of the Outcome: How Guru Turned Customer Success Into a Company Cornerstone

At Guru, customer success is at the center of every aspect of company-building, from product design to sales strategy. Co-founder and CEO Rick Nucci shows how a relentless dedication to outcomes gives startups a competitive edge.

Starting Up

The Inside Story of How This Startup Turned a 216-Word Pitch Email into a $2.6 Billion Acquisition

Looker went from a single customer to more than 1700, from a small, scrappy team in Santa Cruz to a 700-person company spanning eight offices around the globe. Now on the heels of its acquisition by Google, co-founders Lloyd Tabb and Ben Porterfield, CEO Frank Bien, and first investor Bill Trenchard

Sales

How Backcountry’s Support Reps Go the Extra Mile — And Get Invited to Their Customers’ Weddings

This online outdoor gear and clothing company blends service and sales to craft a customer experiences that wows. VP of Sales and Customer Service Chris Purkey walks us through how startups can learn from Backcountry's approach to beat the scale of more established competitors with authentic, white

PR & Marketing

The Case For Startups to Put CX at Their Core

At eero, the Customer Experience (CX) team is known as the "truth squad." Here's how its CEO and Co-founder Nick Weaver and Head of CX Dana Lindsay built and scaled an essential — but often overlooked — discipline at startups.

People & Culture

Your Users Deserve Better — An Inside Look at Remind’s Customer Obsession

Remind's classroom communication app is used in more than half of all US public schools. It's because its co-founder Brett Kopf and team are unabashedly obsessed with their users. Here's how they build remarkable relationships with customers.

PR & Marketing

Lessons from the Woman Who Built Squarespace’s Customer Care Team from 1 to 184

Former Squarespace and current ShopKeep VP of Customer Care Christa Collins shares how to build a team that best bridges a company and its customers.

PR & Marketing

What Startups Can Learn from Watsi’s Wildly Successful Email Campaign

Watsi became the first nonprofit backed by Y Combinator in 2013 and is still breaking new ground with brilliant marketing campaigns. Here's what startups can learn from their winning streak.

Product

From 0 to $1B - Slack's Founder Shares Their Epic Launch Strategy

“HELL YEAH WE'RE USING @SlackHQ AT WORK I. LOVE. SLACK.”

PR & Marketing

Eventbrite's Playbook for Building Amazing Customer Service from Scratch

Eventbrite's VP of Customer Service Dana Kilian on how she built the team that fields millions of questions from scratch.

PR & Marketing

This Woman Has Landed Millions of App Installs — How She Does It

Tamara Steffens specializes in driving user acquisition and has it down to a science. Here, she says what startups must do to gain traction.