When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback. More than three-quarters of consumers expect companies to understand ...

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

The new-age customer experience must be so precious and so seamless that every interaction with your organization leaves customers wowed. Leveraging AI in customer success. While AI continues to prove ...

“Customer success is where 90% of the revenue is,” said Jason Lemkin at the 2015 Gainsight Pulse conference. Lemkin, now managing director of Storm Ventures and software as a service (SaaS) maven at ...