We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

While most corporate departments or functions understand the fundamentals of how to scale their particular operation and many have adopted growth plans, customer success is one of the few that often ...

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 ...

In today's competitive business landscape, the concept of customer centricity has become a foundational strategy for many toward achieving sustained success. However, when integrated with the ...

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 ...

Twenty years ago, it became mainstream for industries like manufacturing and technology to shift from selling products to offering services — a trend aptly called ‘servitization.’ Rolls-Royce, one of ...

SAN FRANCISCO, May 20, 2019 /PRNewswire/ -- Technology companies are increasingly setting up customer success (CS) functions within their organizations to help customers achieve positive business ...

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, ...

Are you focused on the customer? On customer success? On customer retention? Does it drive what you do day in and day out? Some companies gloat about their technology. Others about how innovative they ...

However, like other fractional roles, hiring a fractional customer success leader can bring scale, and expertise to help build your future full-time team. For early companies, fractional customer ...

Early-stage software-as-a-service companies are investing in customer success too late in their go-to-market journeys. Broad statement, yes. However, as you look across the pre-seed startup/fractional ...