Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...
Throughout today’s ever-expanding universe of emergent businesses, customer support has become the most crucial differentiator for companies attempting to make their mark in their respective ...
For too long, customer success has been viewed as a role for individuals with excellent people skills or a background in traditional account management. While these traits are valuable, they represent ...
In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...
Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...
Why is the customer experience so important? Prioritizing the customer experience (CX) is crucial for any company's success. Organizations that are "customer experience-driven" consistently ...
Ask any enterprise software vendor about "customer success" - they'll give you some good talking points. Monitoring software adoption and managing churn is the starting point, but let's face it: ...
Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...
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