Although popular right now, AI is not always the answer to building products that result in customer success. In the world of software and apps, I believe that understanding client feedback is more ...

No one likes hearing “no.” But saying it isn’t easy either. Customer success managers jump through hoops to keep clients satisfied and make sure they’re getting the most value out of a product or ...

The cost of engaging a company for legal services or products is a substantial investment for the client. They expect—and deserve—a premium return. Throughout the 11-article "Lift Your Sales" series, ...

Customer success is about anticipating client needs and exceeding them. At FourKites, customer success managers (CSMs) are the professionals dedicated to such a practice. And when it comes to supply ...

How do you sell a solution to a perceived problem? How do you convince an organizational leader that you have the product that they need to grow the business and make them a hero in the story? That’s ...

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

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 is an increasingly important concept as business becomes more connected. In recent weeks I’ve been digging into what it really means and how to measure it. Who better to talk to next ...

SaaS companies are founded in a product/service, which is obvious. Selling, contracting, and documenting the customer data, however, is not always easy. Take the time to evaluate the sales ...

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented ...

DR: Each year, B2B Marketing runs something called the Trend Tracker. Basically, this is a survey that seeks to understand what specific areas B2B marketers will be focused on in the year ahead. In ...