I'm constantly surprised to discover that many people seem to define customer success as successfully completing a purchase. Customer experience is about so much more than the sale. I presume this ...

to cover the subject of customer success in depth. In this post, we define the term customer success, showcase three hyper-growth startups who are leading the way in customer success, and explain ...

Let's face it: many B2B Customer Success initiatives are missing the mark. In an era dominated by subscription models and a ...

Key insights from the survey include the following: 52% of enterprises define digital business as meeting customer experience expectations, jumping to 65% for financial services enterprises.

Define Customer Success as a Revenue-Generating Role The first step is to clarify what Customer Success should accomplish. CS needs to be a sales-oriented role with a direct mandate to drive ...

based consulting firm. Franz also sits on the board of the Customer Experience Professionals Association. Tweet to @AnnetteFranz Before you can define what success looks like, you will need to ...

In announcing significant COVID-19-related investments in people and customer service ... take this finding to reaffirm the old definition of “success”: that financial or status achievement ...

Whether you’re an entrepreneur or a professional trying to find success in your field, you’ve probably already faced a failure or an obstacle that’s weakened your resolve. If you haven’t ...