Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

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 ...

However, like other fractional roles, hiring a fractional customer success leader can bring scale, and expertise to help build your future full-time team. For early companies, fractional customer ...

At Salesforce, we’ve built a business around helping our customers find success. This is based on a simple principle: If we don’t have successful customers, we can’t have a successful business. We’ve ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

Picture the most successful companies in the world; they have one thing in common — an effective organizational structure. But what exactly does that entail and how can it make or break a business? If ...

As we find our footing in the new year, business leaders may be wondering how to guide their teams toward their end goals, which often include generating demand, driving conversions and improving ...

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both ...