Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. The customer success profession was born in 1996, when ...

Before we dive into how customer success can propel revenue forward, let’s first define what it is. Customer success is the process of ensuring that your customers achieve their desired outcomes while ...

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 relationships ...

For your customers to keep coming back and referring their friends to you, you should ensure they have the best experiences possible with your products or services. It’s difficult to achieve this by ...

Any job search platform these days will show there are thousands of customer success (CS) positions waiting to be filled. According to research by Gainsight, a customer success software platform, ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of customer success programs within high-growth companies. The resulting ...

Customer success platforms (CSPs), or software designed to help business-to-business companies manage and monitor their customer success efforts, are increasingly in demand. According to a Research ...

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 ...

Cisco’s new platform will give channel partners more visibility and tools to track customer success, a process that has been a heavy lift for some solution providers, Cisco partners tells CRN. Cisco ...