Graham is an experienced editor and journalist. He is the founder of Media-Insert Communications; the former editor of The Marketing Leaders, the Chartered Institute of Marketing’s Technology group’s ...

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 ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

In today's fast-paced B2B environment, the bar for customer service excellence keeps rising. Customers now expect not just solutions but personalized and efficient interactions with the companies they ...

A lot depends on what growth stage you’re in. Customer success teams share many responsibilities across companies. They need ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Forbes contributors publish independent expert analyses and insights. Renae Gregoire covers content marketing and great content experiences. Have you ever tried to pick your way through a poorly ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...