CXChronicles Blog | Process
Guides, case studies and podcast episodes from the CXChronicles team and the customer-focused leaders we talk to.
From Engineer to CX Guru: How GoTo Is Building the Future of Customer Experience (Episode 263)
Ever wondered what it takes to build a product used by millions? In Episode 263 of The CXChronicles Podcast, we got the inside ...
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, 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, 2026How to Measure Churn, Retention and Revenue Retention (With Formulas and Examples)
The short answer: four metrics tell you most of what you need to know about customer health. Customer retention rate and customer ...
November 12, 2026Customer Lifetime Value: How to Calculate It and 6 Ways to Increase It
The short answer: customer lifetime value (CLV or LTV) is the total revenue you can expect from a customer over the whole ...
November 12, 2026The CX and Customer Success Metrics That Actually Matter
The short answer: the most useful customer experience (CX) and customer success (CS) metrics fall into three groups. Sentiment ...
November 12, 2026Customer Segmentation: 10 Ways to Use It to Retain and Grow Customers
The short answer: customer segmentation means grouping customers who share important characteristics so you can serve each group ...
November 12, 2026Four Ways Small Businesses Can Improve Customer Service Without a Big Budget
The short answer: small businesses can deliver outstanding customer service without big budgets. The most cost-effective ...
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