When managing a large portfolio of customers, it becomes difficult to stay proactive and stick to the playbook. Jeremy Gillespie of The Success League gives us the blueprint for a smart system that automates common procedures and allows your team to focus their attentions where they are needed most.
Ana Castrillon of Zendesk takes us beyond CSAT and gets us thinking about customer happiness metrics for companies that want to engage with their customers in more personal ways across various channels.
Though not directly a CS matter, pricing is something that touches all parts of an organization. Kyle Poyar of OpenView covers a survey of more than 1000 SaaS professionals, and found some interesting takeaways around pricing.