Is the use of “versus” in the title an accurate portrayal? In last week’s article, I mentioned a culture vision in conjunction with your corporate vision. Here’s the thing, why I ask if “versus” is ...

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, ...

In the early days of building a startup, founders often have a very specific vision for the problem statement they are looking to solve. That’s how funding gets secured—with a clear direction that ...

Many consumers stay with a brand because of the products it offers, but the most successful companies build long-term relationships through effective customer success programs. With customer success, ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

Change has been a constant throughout the history of HP, which was founded in 1939 and got its start selling audio testing equipment to movie studios. Today, the company operates in 170 countries ...

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed. If customer experience (CX) is the cornerstone of B2B business ...