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

Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company. Delivering a great customer experience (CX) is ...

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 ...

Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to ...

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 ...

When your business model depends on subscriptions and renewals, long-term growth is tied directly to your customer’s success in using your product. The customer success department is fast becoming the ...

In my January 10 piece, If SaaS companies are serious about customer success, they better learn from Coupa's community intelligence approach, I issued a call for other winning examples. I some very ...

I’m thrilled to keep going with our blog series on customer success metrics. In our previous post, we discussed the top four categories of customer success metrics. This time, I’ll focus on the top ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

The government is working with industry to improve how it measures product and service delivery in the wake of the Customer Service Executive Order, according to the federal chief information officer.

L-R: Sebastian (Saj) Thachenkary, Jenifer Lambert, Lerah Harris, Adam Riff, Tricia Gellman, Kristi Turner, Rich Campagna, Cindy Zhou, Ajit Ghuman, Crystal Cooper The Business Journals Leadership Trust ...