ChurnZero, the platform and partner for customer growth, today announced the launch of the 2026 Customer Success Leadership ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

Veryon, a leading provider of aviation software and information services, brings together aviation maintenance experts ...

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

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 ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

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 Toni Pisano Let’s face it ...

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 journeys in SaaS are often depicted as linear paths, with customers moving from purchase to adoption to renewal. However, in reality, customer journeys are not always so straightforward.

Three success factors can make or break a CX initiative: cooperation, integration and enterprise planning and support. “If you want to truly understand something, try to change it.” ― Kurt Lewin A ...

There’s a lot of focus from B2B companies on acquiring customers and collecting their information using a CRM or customer data platform. But there’s perhaps less emphasis placed on keeping existing ...