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Articles for customer success managers

Our List of Tools for Customer Success Managers

Our List of Tools for Customer Success Managers

Below we'll list the apps we use and why we use them at Upscope where, over the last year, we've focused on customer success as a core strategy. Related: How 7 Companies Calculate their Customer Health Scores Also see: Unedited Feedback On Why Cobrowsing Made Support 30% Faster Baremetrics for

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success
How Our Customer Success Manager Learned to Code in Weeks and Confidently Talk Tech

How Our Customer Success Manager Learned to Code in Weeks and Confidently Talk Tech

Sometimes you have to do things yourself, from the ground up, to really understand something. However, when it comes to coding, it’s hard to go to Codeacademy and hope to pick the right courses. You need some guidance. Learning part time over 3 weeks, our first customer success manager

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success

Customer success metrics are torture. They’re 50 shades of pain. They’re also essential.

Do you have customers who are not really using your app but paying you? What happens if you send out metrics showing them all exactly how much they use it and who does not need it. They’ll unsubscribe and that’s the best thing ever. A good set of

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success

What we’ve learned about customer success including the danger of bad-fit customers.

What does customer success practically mean for a startup like Upscope? Below are key lessons learned when applying customer success practices. Upscope is a co-browsing service (think screen sharing but instant, one way and without downloads) and is used by customer support and sales teams who support customers using live

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success

“No-one gives a sh*t about your product” and 5 more motivating customer success quotes

When a guy has repeatedly built companies worth up to $200m then it’s worth listening to his advice, even when he says ‘No-one gives a shit about your product’. I like reading Mitchell Harper’s stuff. He’s a typical driven entrepreneur but also a very good writer and

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success

Examples of Using Intercom Educate to Reduce Support Time and Grow

The Intercom Educate (now called Intercom Articles) module lets you create a library of interlinked articles that answer questions either automatically or as part of a live chat. It reduces support time and gives you an opportunity to grow traffic by being SEO friendly. Related: Creating an Intercom Articles Help

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success

Why our customer success manager removed a discount that worked

We removed a 20% discount, for those who subscribed to our custom plan early, as it encourages ‘bad-fit’ customers and that costs everyone more in the long run. The initial idea came from a service we were testing out. They offered all new trial users a 20% discount if they

Pardeep Kullar
Pardeep Kullar
Articles about Customer Success