We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...
An online casual gaming company was testing a new piece of functionality. It did a standard A/B test where half of the players saw variant A and half saw variant B. The test concluded that variant A ...
Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...
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 ...
We hear a lot of talk these days about the importance of customer experience, but what's even more important is customer success. The concept originated among Software-as-a-Service (SaaS) vendors, who ...
Customer success is about anticipating client needs and exceeding them. At FourKites, customer success managers (CSMs) are the professionals dedicated to such a practice. And when it comes to supply ...
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 was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...
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, ...
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