More and more, manufacturers are positioning themselves as full solution providers, including software and data-rich innovations. They start to compete directly with pure SaaS (software-as-a-service) ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

For your customers to keep coming back and referring their friends to you, you should ensure they have the best experiences possible with your products or services. It’s difficult to achieve this by ...

Customer success managers, who once functioned as reactive troubleshooters and retention experts, have transformed into proactive partners situated at the intersection of product, sales and ...

Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or services. The teams work to build relationships ...

Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of customer success programs within high-growth companies. The resulting ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

Customer success platforms (CSPs), or software designed to help business-to-business companies manage and monitor their customer success efforts, are increasingly in demand. According to a Research ...

Considering customer success software for your company, but not sure where to begin? Are you worried about how long it will take to get time to value? I have implemented customer success software four ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...