When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

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 ...

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 ...

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® ...

Business is besieged with metrics. Return on Investment (ROI), website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important, but customer ...

We had a spirited discussion regarding a number of issues related to blowing past $10M in annual recurring SaaS revenue, in front of a sold-out crowd of about 400 entrepreneurs. The evening would not ...

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 "click" as to how your product will be valuable to them. For ...

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 ...