Most technology companies selling products on a subscription basis—instead of through perpetual software licenses, which are hard to rip and replace—realize they need a robust customer-success ...

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 ...

More and more, manufacturers are positioning themselves as full solution providers, including software and data-rich innovations. They start to compete directly with pure SaaS (software-as-a-service) ...

It’s hard to believe that the customer success (CS) function barely existed a few years ago, when today its interest and distinction within SaaS companies and beyond is seen as critical to market ...

Having a group devoted to unconstrained listening, problem-solving and making improvements to ensure successful outcomes for each customer is a powerful thing. One of the ongoing questions around ...

The concept of Customer Success as a dedicated business function has been steadily gaining ground in the past decade. It’s now reached a point where it’s increasingly cited as a factor in business ...

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 ...

The relatively new business function known as Customer Success started out as a support function, but it's now evolving into a key tool for maintaining and expanding revenue. That's the view of ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE: NOW), the leading digital workflow company that makes work, work better for people, today announced an evolution of its go-to-market functions ...

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 ...

It’s easy to say things like “We’re customer obsessed,” but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when ...