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.

April 13, 2021 13 Apr'21
Qualtrics XM/OS ties together experience data for users

Qualtrics releases an 'operating system' to manage and analyze customer and employee feedback data, and AI tools expanded to cover sentiment data and industry-specific scenarios.
March 02, 2021 02 Mar'21
Salesforce tackles B2B rebate management automation

Salesforce's tool for manufacturer rebates may have applications in other verticals, as it automates typically spreadsheet-driven processes.
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.

Bring yourself up to speed with our introductory content

Customer upselling gets upgrade from AI, analytics

The time-honored tradition of convincing buyers to make an unexpected impulse purchase combines proven sales tactics with sophisticated customer upselling technologies. Continue Reading
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

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

Advanced upselling tactics, technologies expand bottom line

Upselling technologies that segment customers, predict buying habits, analyze emotions and target campaigns arm companies with the weapons to tap new revenue streams. Continue Reading
Evolving customer data platform features set sights on CX

In pursuit of the perfect customer experience, CX pros increasingly look to CDPs to unify data and provide a deeper understanding of behavior patterns and buying habits. Continue Reading
Customer data platform tools push personalization, privacy

Evolving CDPs help companies unify the flood of consumer data collected from disparate sources, resulting in better customer insights and compliance with privacy regulations. 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