Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer ...

From individual customer benefits to a SaaS maturity model Individual customer benefits are crucial to document (The do's and don'ts of the customer use case - the bedrock of B2B content strategy).

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 ...

Ventana Research undertook this research study to evaluate the maturity of contact centers worldwide, assessed by region, industry and size. We determined maturity by communications channels and ...

Customer experience (CX) doesn’t just happen. CX is a multi-disciplinary business venture that requires the systematic and deliberate development, alignment, and integration of capabilities throughout ...