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Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to ...

I’m thrilled to keep going with our blog series on customer success metrics. In our previous post, we discussed the top four categories of customer success metrics. This time, I’ll focus on the top ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer success teams across software companies monitor key metrics religiously—reviewing ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

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, ...

In my January 10 piece, If SaaS companies are serious about customer success, they better learn from Coupa's community intelligence approach, I issued a call for other winning examples. I some very ...

In the early days of the internet, web designers were regarded as digital magicians, conjuring up products that amazed and delighted users. The truth, however, is that every part of this process is ...

L-R: Sebastian (Saj) Thachenkary, Jenifer Lambert, Lerah Harris, Adam Riff, Tricia Gellman, Kristi Turner, Rich Campagna, Cindy Zhou, Ajit Ghuman, Crystal Cooper The Business Journals Leadership Trust ...

The government is working with industry to improve how it measures product and service delivery in the wake of the Customer Service Executive Order, according to the federal chief information officer.

Shreesha Ramdas is SVP and GM of Strikedeck at Medallia, a Customer Experience Management Company. It is hard to argue against the fact that the business world today is substantially different than it ...