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 ...

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 ...

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented ...

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 ...

Happy customers are customers who feel taken care of. They trust in your expertise when they have questions about your products and services. This trust is part of the relationship-building process, ...

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, ...

New data shows loyalty programs are valuable tools for developing strong customer relationships. Here’s how to create an effective one. A successful loyalty strategy offers customers tangible value ...