The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company. Delivering a great customer experience (CX) is ...

Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to ...

The one thing all of these metrics share in common? An unwavering commitment to customer needs. With multi-channel becoming the norm, omnichannel a priority, digital transformation not a debate but a ...

When your business model depends on subscriptions and renewals, long-term growth is tied directly to your customer’s success in using your product. The customer success department is fast becoming the ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

I’m thrilled to keep going with our blog series on customer success metrics. In our previous post, we discussed the top four categories of customer success metrics. This time, I’ll focus on the top ...

In my January 10 piece, If SaaS companies are serious about customer success, they better learn from Coupa's community intelligence approach, I issued a call for other winning examples. I some very ...

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information ...

Opinions expressed by Entrepreneur contributors are their own. The holy grail of growth marketing seems to be the “aha” moment. That’s the moment, according to Appcues’ Ty Magnin, when users feel that ...

L-R: Sebastian (Saj) Thachenkary, Jenifer Lambert, Lerah Harris, Adam Riff, Tricia Gellman, Kristi Turner, Rich Campagna, Cindy Zhou, Ajit Ghuman, Crystal Cooper The Business Journals Leadership Trust ...