Customer success (CS) seems to be right in the bullseye of what this first wave of generative AI is likely to impact. Some recent indications of this are Klarna’s incredible results deploying AI ...

When it comes to customer success, businesses tend to focus on resolving complaints and finding ways to streamline the onboarding process. This is obviously an essential and valuable aspect of any ...

Editor’s note: Joe Procopio is the Chief Product Officer at Get Spiffy and the founder of teachingstartup.com. Joe has a long entrepreneurial history in the Triangle that includes Automated Insights, ...

Customer success managers, who once functioned as reactive troubleshooters and retention experts, have transformed into proactive partners situated at the intersection of product, sales and ...

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 ...

All relationships are based on trust. When you get hitched, you take vows. When you join an organization, you swear by your common beliefs. In business, when you commit to a client, you give your word ...

In 2023, one would be hard pressed to overvalue the impact that data can have on a business’ bottom line. Professionals in today’s era are privy to staggering amounts of data compared to their ...

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 ...

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...