Customer Success

A customer success maturity model

Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so... ...Read more

Webinar recap: Winning with experience-focused customer success

Technology vendors have an incredibly strong incentive to ensure their customers achieve desired outcomes when using their products and services. Customer lifetime value, retention, net-promoter, and cross-sell/upsell are all... ...Read more

Webinar: Winning with experience-focused customer success

In this 45-minute webinar, we will explore the essential building blocks of a world-class Customer Success program and dispel common myths around what it takes to help your customers... ...Read more

On their terms: Shifting sales tactics for millennial B2B tech buyers

The classic stereotypes of B2B tech buyers no longer hold true. They are more likely to arrive tattooed and in sneakers and jeans than a suit and tie, and... ...Read more

The Customer Service Representative Across Channels

Today’s article continues the conversation we began in our POV, Customer Service in a Multi-Channel World.  In that POV, we talked about the need for... ...Read more