Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Companies that don’t want to miss out on the ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

Name any part of the customer journey, like onboarding, support, retention and upselling, and it’s pretty much guaranteed that you’ll find a B2B customer management tool for it. But with so many tools ...

Account managers and project managers are responsible for a section of the overall business of a company, but their roles are different. The account manager deals with one or more customer accounts on ...

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 ...

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 ...

Today’s consumers expect personalized service and an excellent customer experience when purchasing products and services and interacting with brands. To foster customer loyalty, satisfaction and ...

What comes first: Sales or Customer Success? Many growing startups pressure themselves to start selling as soon as there’s a viable product to sell. “Set up Customer Success functions” goes on the ...