Customer success management

Customer success management begins with teams devoted to ensuring that customers get the most out of the goods and services sold. Technology can help with customer onboarding, repeat sales and everything in between. Read success stories of trailblazing tech innovators.

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March 09, 2020 09 Mar'20
Salesforce adds new features to Trailhead Live and Go mobile app

Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.
February 06, 2020 06 Feb'20
Salesforce layoffs hit Customer Success at end of fiscal year

Salesforce, a pioneer in customer success, has laid off what is rumored to be more than 1,000 Customer Success employees.
January 29, 2020 29 Jan'20
Totango introduces customer success tool Dynamic Assignment

Dynamic Assignment is a new feature in the Totango Spark that allows service providers to quickly sift through customer success managers to find one who will exactly fit a customer's needs.
November 21, 2019 21 Nov'19
Salesforce Trailhead app makes learning more convenient

Learning Salesforce skills and boosting career potential gets easier with the new mobile app, Trailhead Go. Customers explore how they can take advantage of it.

Bring yourself up to speed with our introductory content

How to create a great customer experience strategy in 6 steps

In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
Personalized digital experiences for customers begin at home

Learn how implementing a rewarding digital experience for savvy customers starts with digitally transforming corporate culture and nurturing a customer-facing staff. Continue Reading
Contact center workforce management keeps pace with consumers

Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Customer success vs. customer support: What's the difference?

Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different. Continue Reading
Discover the leading CX management software vendors

Take a look at these in-depth roundups that detail the leading products that help companies manage their customer experience, as well as their notable features and buying options. Continue Reading
How do customer service and customer success differ?

Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer. Continue Reading

Learn to apply best practices and optimize your operations.

9 skills that call center agents need for success

Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands. Continue Reading
Life and business post-COVID-19 for employees and companies

The COVID-19 pandemic has changed how companies interact with both employees and customers. Karl Sharicz offers a look at what he sees from a CX perspective going forward. Continue Reading
5 key players on customer experience teams

There are some individuals that are responsible for leading customer experience teams. While each role has distinct duties, they all strive to deliver positive CX. Continue Reading