Relationship-builder. Product expert. Revenue generator. Voice of the client. These are just a few of the hats a customer success manager wears on any given day, but excelling at any of these roles ...

If you walk into any tech office these days, you’re far more likely to see a team of dedicated customer success managers than account managers. Within the last decade or so, for many companies, ...

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 ...

Picture this: As a small business owner, you’ve purchased a new POS system to process your customers’ transactions during the bustling holiday season. However, something in the software is faulty, ...

It can make a call feel more relevant and more accountable, especially when teams are operating across borders.” She added that a local strategy should support the full customer journey, including ...

People with ‘customer success’ in their job title haven’t been around for very long. They’re kind of like sales, but not focused on selling. They’re a bit like support, but don’t deal with just any ...

ICT has elevated Damon Standish and Laura Berga to vice president roles overseeing customer success and customer operations ...

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 ...