5 types of customers and what they need

As a customer support agent, you will interact with a variety of people, each with their…

How to calculate and improve customer retention rate (+ formula)

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

7 common types of customer needs (+ how to meet them)

What are customer needs, and how can your business solve for and anticipate them?

Customer orientation: definition, examples & skills

If you want customers to be loyal to you, you have to start putting them first.

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

Total revenue formula (+ 4 metrics every sales rep should know)

Use five key formulas to help you evaluate your company’s finances.

Messaging is open for business. Are brands ready?

We’re living in the messaging era. From chatbots and voice assistants to emojis and end-to-end encryption,…

Best practices
8 min read

How to embrace new behaviors in 2026

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

Best practices
6 min read

How online retailers are transforming the customer experience with conversational commerce

For e-commerce businesses, conversational messaging provides unparalleled opportunities to improve the customer experience—and sell more goods and services in the process

The new face of user groups and three reasons to consider joining

User groups offer an excellent way to build your professional profile, grow your network and further develop your leadership skills. Learn more about new user groups launching at Zendesk.

We are placing some bets on the future of customer experience

Join us at Relate to hear our five big bets on what the customer experience will look like by 2030.

2023: The year of customer service-led growth

While leaders navigate a constantly changing reality, they must keep thinking about how to drive their…

Best practices
11 min read

What is customer retention? 11 examples and strategies to retain customers

Businesses work hard to attract customers through a mix of marketing, social media and brand strategies.…

Best practices
8 min read

Feedback form examples, templates and how to write your own

Use these feedback form tips to help you hear more from your customers and improve your CX.

Best practices
12 min read

What is customer satisfaction? (And how to achieve it)

Learn the secrets to achieving, measuring and improving customer satisfaction to drive your business.

Best practices
7 min read

What is a BPO call centre and what does it do?

If your business does not have the bandwidth to handle all your inbound and outbound calls adequately, you may want to consider outsourcing. Read on to learn how a BPO call centre can step in

Best practices
15 min read

Customer experience: strategies, importance and examples

Customers have come to expect more out of companies, but who can blame them? We have…

Best practices
19 min read

Good customer service: 10 ways to deliver great customer service

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.

White Paper
2 min read

2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognised as a Leader.

Best practices
10 min read

12 positioning statement examples and how to write your own (free template)

Align your marketing and sales messaging with a clear positioning statement. Get inspiration for writing your own with these 10 examples.