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 ...

Considerable changes in customer expectations are putting new challenges on the customer service (CS) function, driving organizations to seek an enterprise-wide understanding of- and commitment to- ...

SAN FRANCISCO, Jan. 09, 2025 (GLOBE NEWSWIRE) -- Gainsight, the leading insights-driven, post-sales solution provider, today announced that AI adoption in Customer Success is shifting from ...

Customer Success (CS) has rapidly evolved as a discipline over the past ten years to become a central plank of services businesses, from SaaS vendors to professional services firms. Where customer ...

With the promise of moving customer service from a nagging cost center to a "high-touch" opportunity for the enterprise, Vivisimo launched its CXO Mobile, an on-the-go solution that looks to optimize ...

We’ve seen time and again that the high-growth brands and unicorns of 2019 have embraced digital transformation with a key focus on elevating the customer experience. So why does it seem like so many ...

Before a family vacation or business trip, my routine is to check Internet travel sites, like Traveladvisor, and I pore over hotel reviews. I thank these tireless blogging reconnaissance elite of the ...

Four words crossed my mind the other day regarding customer service. I call them the four Cs of customer service – Commitment, Completeness, Consistency and Communication. Let’s take a look at each ...

Most customers think about CRM as a sales and marketing system. But in many industries, the customer actually has more contact with customer service. When should CS be running the CRM show, and what ...

Let’s clear the air—“customer service” (CS) isn’t some vague, dial-tone promise you’ve heard tossed like cheap confetti. CS is the company’s relationship with a customer, from first contact through ...