Graham is an experienced editor and journalist. He is the founder of Media-Insert Communications; the former editor of The Marketing Leaders, the Chartered Institute of Marketing’s Technology group’s ...

Considering customer success software for your company, but not sure where to begin? Are you worried about how long it will take to get time to value? I have implemented customer success software four ...

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 journeys in SaaS are often depicted as linear paths, with customers moving from purchase to adoption to renewal. However, in reality, customer journeys are not always so straightforward.

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 ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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, ...

Forbes contributors publish independent expert analyses and insights. Renae Gregoire covers content marketing and great content experiences. Have you ever tried to pick your way through a poorly ...

Even though the economy appears uncertain, geopolitics are volatile and inflation is trending in the wrong direction, a new report from McKinsey & Company shows that businesses might miss out by ...