Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

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 Kannan Kothandaraman ...

The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

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 ...

For many technology vendors, customer success is measured by how successfully the customer implements and adopts their products. At diginomica, we've long argued that this view is far too narrow — ...

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...

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 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 ...

The path to a successful business is built through clear and measurable goals. With the year’s second quarter underway, it’s time to reassess objectives and ensure alignment with the overarching ...

The Customer Success Festival will take place March 19-20, 2025, in New York, and will focus on actionable strategies for enhancing customer success, delivering innovative solutions, and building ...