Gathering and managing customer references effectively is a challenge that businesses face, particularly as their number of ...

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 ...

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 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 ...

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 ...

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 ...

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 ...

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 ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. The customer success profession was born in 1996, when ...

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, ...