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 ...

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 ...

While these things are all valuable, they do little to define and drive success for customers. Customer value mapping should be all about the customer’s success. This is where many companies get ...

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 ...

Customer success, by its definition, is proactive. We find that average selling price (ASP) tends to determine where customer success reports: As with any rule of thumb, your mileage might vary ...

Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or services. The teams work to build ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

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 ...

we define success by our ability to become an extension of our customers’ teams, listen to their unique challenges, and deliver the proper tools and guidance. This customer-centric mindset has ...