Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

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 ...

"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, ...

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 ...

The definition of customer experience is broadening and deepening as we move into an Everything-as-a-Service (XaaS) world, where successful outcomes are just as important as in-the-moment satisfaction ...

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 ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Many marketing organizations are playing a strategic role in helping to transform their companies from being operations- or product-centric to becoming more customer-centric. To have an impact on ...

The goal of all businesses is ultimately the same: to make money—whether by increasing revenue or improving profit. Now, to accurately measure performance over time and help the decision-making ...