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 ...

Customer journeys in SaaS are often depicted as linear paths, with customers moving from purchase to adoption to renewal. However, in reality, customer journeys are not always so straightforward.

Considering customer success software for your company, but not sure where to begin? Are you worried about how long it will take to get time to value? I have implemented customer success software four ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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 ...

In B2B organizations, clients increasingly expect a seamless, personalized and efficient experience. An elevated customer experience (CX) is no longer just a “nice-to-have” — it’s essential for ...

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 ...

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 Kathleen Lucente I’ve ...

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 Toni Pisano Let’s face it ...

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 ...

A 2023 Axios HQ survey found 77% of leaders think their communications provide the context employees need to do their jobs well, while only 46% of staff felt the same way. Company growth, new ...

Forbes contributors publish independent expert analyses and insights. Melissa Houston covers financial issues that affect women in business. Starting a new business is exciting, yet challenging. While ...