Research & Knowledge Hub
1,582+ research articles, technical guides, and in-depth analyses authored by council members and industry experts.
Articles - Page 15
1,582 articles
Net Promoter Score (NPS): What It Is, How It Works, and How to Use It Well
Understand what Net Promoter Score (NPS) measures, how to calculate it, and what your results reveal about customer loyalty. Explore promoters, passives, detractors, and ways to use NPS feedback to improve customer relationships.
Customer Satisfaction Score (CSAT): Complete Guide to Measuring and Improving It
Understand what a customer satisfaction score (CSAT) measures, how to calculate it, and why it matters. Explore ways to collect customer feedback, interpret results, and improve satisfaction over time.
Top Customer Success Metrics and KPIs to Track: A Practical Guide
Learn which customer success metrics and KPIs matter most, how to measure them, and how businesses can use these insights to improve customer relationships, retention, and long-term growth.
How to Create a Customer Health Score
Discover how to create a customer health score that helps businesses assess customer relationships, identify potential risks, monitor engagement, and take action to improve retention.
Upselling vs Cross-Selling in Customer Success
Learn the difference between upselling and cross-selling in customer success, when to use each approach, and how customer success teams can recommend relevant products or upgrades while strengthening customer relationships.
How Customer Success Increases Customer Lifetime Value
Discover how customer success teams increase customer lifetime value by helping customers achieve their goals, improve product adoption, stay engaged, and build lasting relationships with a business.
What Is a Customer Health Score?
Understand what a customer health score is, why it matters, how to calculate it, and which indicators help businesses assess customer satisfaction, engagement, and retention risk.
Reverse Engineering
Reverse engineering means studying a finished product or system to learn how it works. Explore its history, methods, tools, uses, legal limits and careers in this beginner-friendly guide.
How Customer Success Helps Reduce Churn: Roles, Practices, and Metrics
Explore how customer success teams help businesses reduce churn by identifying customer risks, improving product adoption, strengthening relationships, and tracking retention metrics.
Customer Retention Strategies That Actually Work: What to Do and What to Skip
Learn which customer retention strategies deliver results, what businesses should prioritize, and which common tactics to skip to build stronger customer relationships, improve loyalty, and reduce churn.
Customer Retention vs Customer Acquisition: Where Should a Business Focus?
Customer retention and customer acquisition both contribute to business growth, but they serve different purposes. Explore their key differences, costs, benefits, and performance metrics to understand where businesses should focus their time and resources.
Customer Churn Rate: How to Calculate and Reduce It Step by Step
Customer churn rate shows how many customers stop doing business with your company over a specific period. Learn how to calculate it step by step, understand the factors behind customer loss, identify warning signs, and use practical strategies to improve retention.