Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Your objective. My objective. Customer success teams can drive retention, expansion and renewal opportunities by tying product-level goals and features to larger business or financial outcomes, ...

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 Kannan Kothandaraman ...

The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

No one likes hearing “no.” But saying it isn’t easy either. Customer success managers jump through hoops to keep clients satisfied and make sure they’re getting the most value out of a product or ...

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 ...

For many technology vendors, customer success is measured by how successfully the customer implements and adopts their products. At diginomica, we've long argued that this view is far too narrow — ...

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 moment a new customer signs the dotted line committing to a business-to-business product or service, their optimism is at an all-time high. After weeks of effort and significant stakeholder ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

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 ...

Business goals provide direction for your company and can motivate your team to reach milestones. Learn about the ...