It’s easy to say things like “We’re customer obsessed,” but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when ...

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 Sharon Eilon A top-notch ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

If there were ever time to provide a balancing act between customer acquisition and retention, it's now. Acquiring and keeping customers is the yin and yang of any business. We need customers to win ...

Customer success managers, who once functioned as reactive troubleshooters and retention experts, have transformed into proactive partners situated at the intersection of product, sales and ...

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.

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 ...

As the downturn starts to bite and every dollar matters more, many CEOs are asking the same question. How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, ...

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 ...

The holiday season is a great time to drive big revenue numbers from your existing customer base, but it’s also an incredibly powerful time to introduce new customers to your brand. In fact, up to 46% ...