It can make a call feel more relevant and more accountable, especially when teams are operating across borders.” She added that a local strategy should support the full customer journey, including ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

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, ...

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 Fast Company Executive ...

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...

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 ...

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.

Ask any enterprise software vendor about "customer success" - they'll give you some good talking points. Monitoring software adoption and managing churn is the starting point, but let's face it: ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Chorus Intelligence, a leading provider of investigative and intelligence software for law enforcement and public safety ...