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 ...

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 ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

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 ...

In today's fast-paced B2B environment, the bar for customer service excellence keeps rising. Customers now expect not just solutions but personalized and efficient interactions with the companies they ...

One of the most noteworthy findings of the survey was that customer success is becoming more integrated within enterprise organizational structures. The time CS teams spend with cross-functional ...

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, ...