Although popular right now, AI is not always the answer to building products that result in customer success. In the world of software and apps, I believe that understanding client feedback is more ...

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 ...

People with ‘customer success’ in their job title haven’t been around for very long. They’re kind of like sales, but not focused on selling. They’re a bit like support, but don’t deal with just any ...

Sales and marketing are likely going to be harder this year, as we’re entering a new normal for business-to-business companies, especially B2B software as a service. There are a lot of things leaders ...

More and more, manufacturers are positioning themselves as full solution providers, including software and data-rich innovations. They start to compete directly with pure SaaS (software-as-a-service) ...

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 ...

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 ...

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 ...

Gainsight released a study that found investing in customer success operations can lead to good things for CX professionals. More companies see customer success initiatives as a growth driver versus ...

In the pro AV and digital signage industry, there’s a common misconception that “client success” is just a post-sale support function. How boring! And not at all the mindset you want to have if you ...

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 ...

DR: Each year, B2B Marketing runs something called the Trend Tracker. Basically, this is a survey that seeks to understand what specific areas B2B marketers will be focused on in the year ahead. In ...