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 Kathleen Lucente I’ve ...

Forbes contributors publish independent expert analyses and insights. Renae Gregoire covers content marketing and great content experiences. Have you ever tried to pick your way through a poorly ...

Edwina Fitzmaurice, EY’s global chief customer success officer, speaks with Global Finance about technology, innovation and customer success. Global Finance: How has the tech industry evolved? Edwina ...

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 ...

When it comes to customer success, businesses tend to focus on resolving complaints and finding ways to streamline the onboarding process. This is obviously an essential and valuable aspect of any ...

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, ...

It’s no secret that many technology companies have changed the way they approach customer experience and success. With the end of ZIRP (zero interest rate policy) in 2022 and 2023, budgets are much ...

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 ...

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 ...

Customer Success (CS) has rapidly evolved as a discipline over the past ten years to become a central plank of services businesses, from SaaS vendors to professional services firms. Where customer ...

Considering customer success software for your company, but not sure where to begin? Are you worried about how long it will take to get time to value? I have implemented customer success software four ...

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, ...