Relationship-builder. Product expert. Revenue generator. Voice of the client. These are just a few of the hats a customer success manager wears on any given day, but excelling at any of these roles ...

Customer success management is essentially relationship maintenance, built on the foundation that the client feels genuinely attended to at all times, especially when problems arise. But when it comes ...

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 ...

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 ...

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 ...

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 ...

Join the event trusted by enterprise leaders for nearly two decades. VB Transform brings together the people building real enterprise AI strategy. Learn more The revenue and margin leaks that services ...

We’ve seen the rise of the customer data platform (CDP) in recent years as a central repository for collecting data about customers to better understand their needs. It’s worth noting that Twilio ...

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 ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...