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Guides, case studies and podcast episodes from the CXChronicles team and the customer-focused leaders we talk to.
Customer Experience vs. Customer Satisfaction: WTF Is the Difference?
The short answer: customer satisfaction (CSAT) is a metric. It measures how happy a customer is with a specific interaction, ...
November 12, 2026How to Improve Employee Experience (and Why It Drives Customer Experience)
The short answer: employee experience (EX) is how your people experience working for you, from the day they apply to the day they ...
November 12, 2026How to Build a Customer Success Team: A Practical Guide
The short answer: start by defining what success means for your customers, hire a first customer success manager (CSM) when ...
November 12, 2026How to Build a Customer Success Strategy That Scales
The short answer: a Customer Success strategy is your plan for helping customers achieve the outcomes they bought your product ...
November 12, 202611 Benefits of Using a CRM (and Why Most Teams Use Only a Fraction of Theirs)
The short answer: a CRM (customer relationship management system) gives every customer-facing team one shared record of each ...
November 12, 2026Customer Success vs. Customer Support: WTF Is the Difference?
The short answer: customer support is reactive. It helps customers when they reach out with a question or a problem. Customer ...
November 12, 2026CX Glossary: 60+ Customer Experience, Customer Success and AI Terms Explained
Customer experience comes with a lot of jargon, and the AI era has added plenty more. This glossary explains the terms CX, ...
November 12, 2026Where Should Customer Experience Report in Your Business?
The short answer: there's no single right answer, but CX and Customer Success work best when their leader has a direct line to ...
November 12, 202610 Ways to Manage Your Team's Workload When Understaffed
The short answer: when your team is short-staffed, focus on what matters most, take low-value work off people's plates, let ...
November 12, 2026What Is a Customer Success Manager (CSM)? Role, Skills and Metrics
The short answer: a customer success manager (CSM) is responsible for making sure customers achieve the outcomes they bought your ...
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