Customer success (CS) seems to be right in the bullseye of what this first wave of generative AI is likely to impact. Some recent indications of this are Klarna’s incredible results deploying AI ...

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 ...

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, ...

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 ...

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: ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Toni Pisano Let’s face it ...

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 ...

Even though the economy appears uncertain, geopolitics are volatile and inflation is trending in the wrong direction, a new report from McKinsey & Company shows that businesses might miss out by ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

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 ...

Good morning. Thank you for joining us today. I'm Mike Spencer. Today's session is going to be focused on providing an update on our customer momentum and customer success. As you heard yesterday on ...