When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

You may think that automation is something that requires an intense technical infrastructure backed by a big budget to boot. But the truth is, even small businesses can use simple automation tools to ...

Yan Fu – co-founder & CTO of YC-backed Berry, a 17-year engineering leader – discusses the hurdles in Customer Success, why ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer success teams across software companies monitor key metrics religiously—reviewing ...

The customer success team can be the game changer you’re looking for to incentivize the growth of your business. This team is responsible for ensuring each customer achieves their desired outcome and ...

Creating the best team to support your business is not as simple as hiring experienced people. Rather, it takes thinking outside the box on where and how to look for new talent. The Fast Company ...

Leaders spend a lot of time thinking about building things smarter and faster, but they can’t afford tunnel vision that ...

It’s easy to say things like “We’re customer obsessed,” but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when ...

Totango reunites customer success (CS) thought leaders at the 2022 Customer Success Summit. After a three-year COVID hiatus, Totango brought the industry’s premier customer success leaders together in ...

Wrike, the intelligent work management platform, today announced the appointment of Michelle MacCarthy as Chief Customer ...